Assistant Manager/ Manager

Clarity Consulting
  • Pune
  • 4-9 lakh
  • 4-9 years
  • Views
  • 26 Jun 2018

  • Customer Service

  • Consumer Durables/ Semi Durables
Job Description

Responsibilities:- 1. Process Management: Conduct process audits, Identify gaps, provide feedback to agents / auditors; prepare; collect, collate and analyse process performance data (including SLAs). 2. Process Institutionalization: Deployment of designed processes within defined timeframe. Track and measure performance. 3. Process Control & Verification: Create and implement sampling plan; Conduct calibration sessions, feedback sessions; Participate in daily huddles. 4. Risk Management: Performing risk audit and analyzing the customer feedback, Perform process audit; Support in de-risking process performance; Track implementation of controls and mitigation plan. 5. Branding: Updation of visual dashboards in the engagement, creating awareness by training and bringing visibility to Risk quality initiatives in the engagement. 6. Improvements based on structured feedback mechanisms (CSAT, IPSAT, ELFs etc.): Collect and analyze the customer complaints and escalations. 7. Client Management: Participate in calibration sessions with the client, provide root cause analysis for weak performance; report and track implementation of corrective actions based on performance. 8. Team Management Skills: Excellent knowledge of MS office Excellent written and verbal communication Knowledge of statistical tools and methods Six Sigma GB certified. Good Analytical skills - Ability to do independent analysis and arrive at conclusions Strong knowledge of Quality management principles and practices Good client interfacing skills and presentation skillsĀ  Hands on experience in lean deployment Experience to work on DMAIC Methodolog

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Clarity Consulting