Job Description
Role:
The purpose of the role is to provide assurance on the quality of deployment for the assigned accounts and support in establishing mechanisms that enhance and sustain customer satisfaction levels. The role is expected to support in enhancing customer advocacy by predicting and preventing customer escalations & dissatisfactions and drive a culture of continuous improvement in the assigned accounts.
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Do:
Implement deployment quality strategy for the assigned Accounts
Provide inputs in the development of strategy for the assigned accounts while considering the quality standards, client expectations, quality, and monitoring mechanisms
Review and reallocate the priorities to align with the overall strategy of the line of business / business unit
Quality control and Customer satisfaction
Support the completion of Annual Customer Satisfaction survey by ensuring completion of survey by the account customers, representatives for various projects within the account.
Ensure completion of survey and address any queries in a timely manner.
Support in conceptualizing the action planning by communicating with clients and interacting with Delivery Managers, vertical delivery heads and service delivery heads
Drive the account wise tracking of action planning identified for sustained CSAT in various projects.
Drive the Quarterly pulse survey for selected accounts or projects for periodic check-ins.
Support the Account Leadership teams for tracking and managing client escalation for closure.
Early Warnings and Business partnership
Drive the implementation of mechanisms for preventing client escalations / dis-satisfactions by creating an early warning system in DigiQ covering aspects like delivery quality, delivery schedule, resources constraints, financial issues (overloading of effort / over-run potential), productivity, and slippages on milestones.
Participate in Monthly and Quarterly Business review along with Business and Account leadership