Dgm/gm - Quality - Mumbai, Maharashtra, India - Sampoorna Computer People

Sampoorna Computer People

Verified Company

Mumbai, Maharashtra, India

2 weeks ago

Posted by:

Deepika Kaur

beBee Recuiter

Description

Job Summary

Experience:

Years

Location:
Mumbai

Designation:

DGM/GM - Quality

Degree:
BA, BBA, BBA/BMS, BBI, BCA, BCom, BCS, BE-Other, BFM, BIS, BSc-Other, BTech-Comp/IT, BTech-Other

Educational Level:

Graduate/Bachelors

Industrial Type:
Other

Functional Area:
ITES / BPO / KPO / Customer Service / Operations

Key Skills:
Quality

Job Post Date:
Saturday, February 17, 2024

Company Description

Our Client is a 14 years old Accel funded with Over 1000+ Employees & 8+ Million Customers. Its a profitable company in the consumer electronic protection space. They are India's leading aftersales service provider and offers Extended Warranty, Damage Protection, AMC Plans, and On-Demand Repair Services. They cover all electronic devices and home appliances. Their plans are widely available across retail stores and online marketplaces.

They have a team of passionate entrepreneurs who want to change the way post sales service is delivered to the customer
- make it more efficient, intelligent and delightful. They work with some of the largest retailers in India. They run services across every pin code in India and are one of the top 3 players in their space. They are head-quartered in Mumbai and have Pan India presence.

Detailed Job Description
Develop a comprehensive quality assessment framework for all the customer facing teams especially the Call Center with the sole objective of creating a world class Call Center
This is more of a strategic/planning role. However an ability to execute the process is desired to guide the team members
Set new benchmarks and make process changes to achieve them
Work along with the Call Center Head to identify gaps and address them in a time bound manner
Develop a framework for assessing the effectiveness of training programs
Skills Needed
810 years of relevant experience in building quality frameworks in Call Centers