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 prospects 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