About

- - AbouttheRole

- - - Key Responsibilities

- Improving performance of bottom quartile employees / outliers on key performance indicators like Quality, AHT (Average Handling Time), Sales, NPS (Net Promoter Score), RSAT (Representative Satisfaction), etc.
- Identifying key opportunities from customer feedback (detractors on customer surveys) and using them for process and performance improvement
- Tracking the trend of behavioural complaints for the location, conducting a root-cause analysis, and sharing feedback with relevant stakeholders
- Ensuring minimum errors i.e., optimum quality of customer interactions and tracking quality scores for the location
- Handling behaviour-induced performance improvement plan
- Allocating and tracking quality evaluations to supervisors and coaches across the location




- Tracking closure of escalations and inventory governance for the location
- Publishing (to key stakeholders) appreciation emails received from customers
- Client Experience management and Service recovery on Location Escalations
- Studying, improvising and Representing the Client Experience Metrics for the location

Qualifications

- - Role Proficiencies:

- - - Solid verbal and written communication skills,
- Proficient in Microsoft Office with an emphasis on MS PowerPoint and MS Excel,
- Result orientation,
- Problem solving skills,

- Excellent Report reading and analytical skills.
- Planning and Organizing,
- Stakeholder Management,
- Teamwork

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📌 AxisPhone:Client Experience Manager (Noida)
🏢 Axis Bank
📍 Noida