CX Quality Manager

☞ IDFC FIRST Bank

View: 104

Update day: 06-05-2024

Location: Mumbai Maharashtra

Category: Finance / Bank / Stock Sales

Industry: Wholesale

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Job content

Job Description

Job Title –

CX Quality Manager

Place of work

  • Mumbai
Business Unit

  • Customer Experience
Function

  • Customer Experience
Job Purpose:
To drive the Cx SQI and NPS agenda through biz Cx leads and customer front-end teams (Sales & Service) & self-audits.

Roles & Responsibilities:
Influence without authority large front-end teams through quality/cx culture nudges & SQI performance to delivery expected customer first behavior

A strong service quality professional – measuring and driving – NPS and internal CX service quality parameters

Manage internal audit and Mystery shopping audits for Branches (Urban/ Rural/ Loan Centers)

Maintain a central source of information to ensure high standards of service and effective liaison for the coordination of work processes and projects with other departments

Identifying training needs basis quality audits

Ensures continuous review and analysis of processes and procedures to identify and implement operational improvements to enhance efficiency and customer satisfaction

Plays a pivotal role in identifying, innovating and implementing leaner service processes

Assist the periodic review of end to end customer journey to identify specific touch points where service can be improved to contribute to the overall customer experience

Underperformance Management and inputs for creating bench strength

Identify lead projects in the unit and track ROI

Identification of customer pain points and proposed corrective actions

Provide strategic advice to the senior management on improving and strengthening our relationship with the customers

Working closely with the heads of business development and business planning to make sure that business development strategies are actively coordinated

Ensure a Pristine Control Environment – All operational risks to be assessed and mitigated, and control / audit issues actively managed to resolution

Strong understanding of applicable regulations and compliance with the same

Track customer satisfaction via surveys and take corrective actions

Educational Qualifications:
Graduate - Any

Post Graduate - Any

Experience:
Minimum of 7-9 years of experience in Retail Service Quality
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Deadline: 20-06-2024

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