Bajaj Finserv
Website:
bajajfinserv.in
Job details:
Location Name: Pune Corporate Office - Mantri
Job Purpose
Payments being a new business for BFL, 'service to customer' will play vital role in obtaining better edge in exisiting business environment. Govern the Quality process along with partner management and ensure customer experience is to the mark as expected by the orginization
Duties And Responsibilities
- Process management
- Create and carry out plans to make sure all goals are reached
- Implement and check adherence to processes & scripts for evaluating the service, performance, dependability, and quality
- Recognize flaws in the production process and fix them, use of the 7 QC tools
- Advise, carry out, and keep track of preventative and corrective measures to guarantee that quality assurance criteria are met
- Collect and examine statistical information
- Conduct interviews to select the right fit advisors
- Execute process certifications to check and evaluate advisors before moving to production
- Audit cases basis process requirements
- Partner management for Driving/analysing quality matrices
- Conducting audit on audits to check audit process
- Create/modify modeules content basis latest updates and product launches
- Create and conduct daily briefings
- Conduct trainings for new product launches or adhoc trainings as and when required
- Drive evaluate and analyze customer experience(CSAT, NPS) basis the organizational expectations
Key Decisions / Dimensions
Following Decisions Are Taken By The Role
- Quick in raising all issues with respective seniors and stakeholders
- All internal and external reporting of complaints as per required format and data
- Working closely with response center to ensure they follow the quality matrices
Major Challenges
- Stringent vigilance and governance for training/quality/process/tagging adherence
Required Qualifications And Experience
- Qualifications
- MBA / Graduate
- Understanding about various Payments processes
- Customer service background
- Should have handled complaint management or part of it
- Work Experience
- Minimum 4 – 6 years of experience in customer service domain preferably with Payments expertise
- Strong time management skills
- Accuracy in numbers
- Basic knowledge about various application and the concepts
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