Customer Experience Manager - Jaipur, India - Angaaraaa

Description

Industry:
Internet/Ecommerce


Designation:
Quality Assurance & Improvement Manager

This role will require you to:
Monetoring Chats and Providing Feedbacks and scope of improvement.
Champion opportunities to consistently improve the experienceCreate standards in accordance with industry and customer expectationsMonitor and motivate customer experience & sales managers through conversationsDrive business goals & strategies to pave the way for outstanding customer experienceIdentity & analyze the pulse of the customer through internal & external review channels and proactively initiate improvementsCoordinates & facilitates calibrations with the teams to improve the customer journeyIdentify & resolve process gaps in collaboration with support teamsIdentify training needs & plan sessions for upskillingCreate, manage & report product/process assessments to improve knowledgeWork & collaborate on departmental & organizational projectsBuild & drive a culture of problem solving and innovation


Skills & Competencies:
Monitoring skills with an eye for detail in qualityCoach and a natural motivatorEmotional IntelligenceData gathering, analysis, and reportingAnalytical thinking & problem solvingCross-functional working & stakeholder managementProject management & process improvementPeople engagement & team buildingThink big and innovate