D2C Manager / Head

Responsibilities

• Auditing calls for agents and develop a proper feedback mechanism.
• Designed Training Plan as per Quality Audit findings and ensured execution as per timelines Understanding customer needs and requirements to develop effective quality control process.
• Digitalization and Automation to build efficiency and reduce workload.
• Business Intelligence Inputs and Value Addition for Process Improvement.
• Standardize SOPs basis client deliverables and implementation.
• Setting up goals and objectives for team.
• Motivating team and taking informative quick decision.
• Creating and defining risks contingencies and plans.
• Implementation of QC tools for various types of analysis.
• Preparing Business review decks for monthly and quarterly analysis.
• Week on week review with Agents on Quality Scores to find the gap and bridge them.

Skills Required

Auditing, Business Intelligence, Risk Management, Ms Office