The Wedding Company
Website:
theweddingcompany.com
Job details:
Job Summary:
We are looking for a detail-oriented and proactive Quality Check Executive to monitor and ensure the quality of communication between Event Managers (EM)/Planners and clients via WhatsApp. The role focuses on tracking response times, identifying and addressing potential escalations or refund cases, and gathering client feedback to enhance service delivery and satisfaction.
Key Responsibilities:
WhatsApp Communication Monitoring:
- Track WhatsApp interactions between EMs/Planners and clients.
- Ensure timely responses to client queries, concerns, or requests.
- Escalate any delays or communication gaps to relevant stakeholders.
Escalation and Issue Management:
- Identify potential escalation or refund-triggering issues in real time.
- Initiate immediate action by notifying the EM/Planner to address client concerns promptly.
- Ensure issues are resolved to avoid client dissatisfaction and financial loss.
Service Feedback Collection:
- Collect feedback from clients post-interaction or after services have been rendered.
- Identify improvement areas and report to the management team for service enhancement.
Quality Assurance and Reporting:
- Maintain records of response times and communication quality.
- Prepare regular reports highlighting trends, issues, and performance metrics.
- Provide actionable insights to improve the overall client experience.
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