Customer Experience & Quality Head

Job Description

- Responsible for achieving and exceeding SLA targets.

- Work closely with Quality DM/AM to drive process improvements to meet and exceed customer requirements (SLAs).

- Anticipating changes in client business and to take effective steps to mitigate associated risks. Coaching, motivating and promoting key staff.

- Engaging with clients to identify potential business opportunities

- Ensuring staff are sent for Personal development trainings

- Responsible for VOC actionable’ s and initiatives.

- Handling & solving customer problems in an efficient manner, keeping in view the organizational standards & to enhance customer loyalty.

- Workforce management: -

- Engaging with clients on new products, industry and application changes and enhancements

- Performance review with clients.

- Decisive spoken / Verbal communic...