Officer - Quality & Process Management - Housing - CRM - Mumbai - Lodha (I-Think Techno Campus) - B wing - JM

Core Responsibilities:

o Partner with Leadership team to enhance Customer Experiences by implementing successful call center programs

o Identify, Recommend and Support the implementation of various programs for the improvement of call center Quality

o Identify potential quality issues and initiate investigations in coordination with the leadership team

o Meet vendor call centre team weekly to review quality reports, discuss team performance, identify favorable / unfavorable trends, and resolve escalated issues

o Handling Customer Queries & meeting Deadlines on daily basis records related to customer, also prepare plan for Audit also.

o Supports development of quality assurance strategies, processes, guidelines and control plans which assure quality & enhanced customer experience

o Efficiently gather complete information to access and fulfill customer need.