Job Description

• Deep Understanding of processing of queries/ requests and grievance handling
• Conducting Quality audits as per planned guidelines
• Conducting training and hand holding of the team to ensure quality with productivity
• Conducting RCA for grievances received and driving improvements through respective functions
• Co-ordinating with respective functions and taking initiatives to drive Mission Zero Complaints
• Leading the automation and enhancements in CRM Next to ensure ease and efficiency in productivity
• Ensuring Query, Requests and grievances are handled by the team in a timely and accurate manner
• Ensuring processes of customer experience team are held as per SOP. Ensuring minimal/ no gaps during internal or external audit/FLOD audits