Customer Services - Lead - Quality - West

Role Conduct audits, analyse performance metrics, and align insights across sources to meet SLA expectations Define strategy and sampling for auditing the interactions which happened through voice calls, chats, emails, social media, branch walk-ins, forms received through courier etc Develop and maintain robust quality metrics to communicate performance across the organization Own goal setting, monitoring, and measurement, including regular updates and presentations to senior leadership on Quality performance Map customer-related processes, identify gaps, perform RCA, and recommend sustainable solutions Act as the Voice of the Customer (VOC) by engaging with various departments to enhance service delivery Proactively identify potential customer issues and drive mitigation measures Bridge the gap between CSAT & Quality score in order to improve customer experience Hands on experience in implementation of Speech Analytics and quality monitoring tools