sm - quality & complaints in mumbai

posted
contact
randstad india
position type
permanent
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posted
location
mumbai, maharashtra
function
Banking & finance
position type
permanent
experience
10-13
reference number
63137
contact
randstad india

job description

sm - quality & complaints in mumbai

As Senior Manager – Quality & Complaints, you will – • Resolve customer complaints that are received directly / indirectly from Customers with your team with Quality of resolution and timeliness being of paramount importance • Understand each complaint query type, liaise with internal stakeholders to get the concerns resolved and leverage team to revert to customers with defined TAT • Own and manage overall complaint resolution TAT and ensure 100% adherence to agreed turnaround time • Drive root cause analysis of all complaints and work with related functions and stakeholders across the organization to eliminate causative factors and prevent recurrence • Ensure achievement on all core business objectives & defined KPI / KRA parameters for the QA & Complaints team • Review, identify and analyse root cause (RCAs) for all escalated cases • Publish and maintain dashboards and reports for Escalations, Redressals and Complaints for the team • Collaborate with other teams towards escalation avoidance using process and procedures based on historical experience • Manage overall quality processes and assume accountability for the Business Unit’s quality management practices • Conduct regular Voice of Customer sessions within the business unit to ensure.

skills

quality

qualification

MBA/PGDM