Job Description
Industry: Internet/Ecommerce
Designation: Quality Assurance & Improvement Manager
This role will require you to:
Monetoring Chats and Providing Feedbacks and scope of improvement.
Champion opportunities to consistently improve the experience
Create standards in accordance with industry and customer expectations
Monitor and motivate customer experience & sales managers through conversations
Drive business goals & strategies to pave the way for outstanding customer experience
Identity & analyze the pulse of the customer through internal & external review channels and proactively initiate improvements
Coordinates & facilitates calibrations with the teams to improve the customer journey
Identify & resolve process gaps in collaboration with support teams
Identify training needs & plan sessions for upskilling
Create, manage & report product/process assessments to improve knowledge
Work & collaborate on departmental & organizational projects
Build & drive a culture of problem solving and innovation
Skills & Competencies:
Monitoring skills with an eye for detail in quality
Coach and a natural motivator
Emotional Intelligence
Data gathering, analysis, and reporting
Analytical thinking & problem solving
Cross-functional working & stakeholder management
Project management & process improvement
People engagement & team building
Think big and innovate
More Info
Key Skills
Analysis and reporting
Monitoring skills
Cross-functional working
About Company
