Role & responsibilities

Understanding customer expectations and ensure the service levels are met as per company policy and standards.

Develop Quality Control Process

Should be capable to set and design Quality Parameters for Call and Email audits as per suitable quality standards.

Frequent call calibration and barging session to be done and provide trend data to the site management team

Conduct frequent quality sessions with the team and share feedback on the errors and improvisation to be done for betterment

Monitor non voice process to ensure Service quality is adhered

Participate in customer and client listening programs and identifies customer expectations and needs.

Provide actionable data to the various internal support groups as and when needed.

Responsible to manage the day-to-day audit flow operations are done

To provide feedback to the team leader and managers

Responsible to prepare and analyze internal and external quality audits reports submission for weekly / monthly reviews

📌 Financial Planning Manager (Chennai)
🏢 TVS Credit Services
📍 Chennai