CX Quality Manager
- Idfc First Bank
- 7 - 9 Years
- Mumbai
- 3 years ago
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Job Description
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
Employement Category:
Employement Type: Full timeIndustry: Banking
Functional Area: IT
Role Category: Customer Service Executive (Voice)
Role/Responsibilies: CX Quality Manager
Contact Details:
Company: Idfc First BankLocation(s): Mumbai
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Idfc First Bank
About Capital First Limited: CFL is listed on BSE and NSE (Stock Code: CFL). The company provides Mortgage loans to SMEs against pledge of property, Gold Loans to retail customers, Consumer Durable Loans, Two wheeler loans, and senior secured Wholesale loans. During the last year the company expande...
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