Engagement: Monthly contract. Full-time on the client through diagnostics, then a delivery role as the program moves into training and monitoring.
About the role
OriginBluy is running a Customer Care Gold Standard program for a large utility that serves more than 23 lakh households through 60+ walk-in service centres and an inbound call centre.
The consultant is our person on the ground: they diagnose how service works today, help define the Gold Standard, and stay through training and monitoring until the client’s own managers can hold the standard.
They report to the Principal Coach and work directly with the client’s customer care leadership, centre managers and call centre teams.
What you’ll doDiagnose
• Run mystery shopping at walk-in centres: brief and calibrate the shoppers, score visits and consolidate the findings
• Select and listen to recorded calls with a focus on outliers (best, worst, repeat and escalated calls) and find the root cause of each: behaviour, process, system or policy
• Interview centre managers,
call centre team leads and functional heads
• Pull together existing SOPs, scripts, QA formats and MIS into one baseline
Define
• Map the end-to-end customer journey for the top contact reasons, both walk-in and call
• Draft the Gold Standard: interaction standards, scripts, SOPs, escalation paths and the scorecard
• Build the cost-benefit case with client Finance: contact volumes, repeat rates, cost per contact
• Run dry runs of the current standard with a pilot group and refine it
Deliver and sustain
• Co-deliver CSE and manager workshops with the trainer
• Administer the Ready-for-floor certification test
• Run post-training mystery shopping and call audits, produce centre-wise scores and prepare packs for leadership reviews
• Coach centre managers and TLs to observe, score and coach against the standard
What you bringMust have
• 10–15 years in customer service operations, including all three of the f