Quality team Leader
Namshi.com
Total des années d'expérience :9 years, 9 Mois
1 - Managing the Quality assurance in the company, by ensuring the delivery of a consistently exceptional customer service experience.
2- Own and develop customer journeys across the team to optimize and enhance the customer’s experience.
3- Working with the company’s marketing teams to identify opportunities to drive more leads in our business. -- Developing and implementing special campaigns/ promotions.
4- Developing an understanding of the company’s customer base to work out how we can better engage and service them.
5- Management of the complaints we receive and implementing initiatives to drive down the number of complaints that are received across the business.
6- Monitoring compliance in the marketing campaign development process and
adherence to policy and procedure.
7- Working with marketing to analyze campaign reporting to assess success rates and continuous improvement opportunities.
8- Work with the Customer Experience team to manage Voice of the Customer (VOTC) and look at ways to improve scores across the team.
Participate in Root Cause Analysis meetings with the Operational staff and provide input on the identification and documentation of Corrective Actions/ Preventive Actions.
Responsible for deliverables during External and Internal audits as directed.
Assists in preparing and reviewing training materials for different regulations and quality systems and deliver training to endpoint personnel.
Assist with Process Improvement projects.
Represent QA on multi-disciplinary project teams as required.
Participate in cross-functional activities related to Quality systems.
Encouraged good practices and discouraged bad ones.
Identified calls failing to meet predefined standards and identified the problem.
Provided customer feedback and internal compliance feedback to management.
Attracts potential customers by answering product and service questions; suggesting information about other products and services.
Opens customer accounts by recording account information.
Maintains customer records by updating account information.
Resolves product or service problems by clarifying the customer's complaint; determining the cause of the problem; selecting and explaining the best solution to solve the problem; expediting correction or adjustment; following up to ensure resolution.
Multimedia channels, Communications methods and techniques.