Quantum Leap Learning Solutions Pvt Ltd
Website:
rajivtalreja.com
Job details:
▪ Build and establish Client Experience processes, SOPs, workflows and service
standards from scratch.
▪ Lead, mentor and manage the Client Experience team, ensuring strong
ownership, accountability and performance discipline.
▪ Define and track KRAs, KPIs and performance scorecards for the team.
▪ Conduct regular 1:1s, performance reviews, coaching sessions and appraisal
cycles.
▪ Own client onboarding, engagement, product adoption and ongoing client
experience.
▪ Monitor CSAT, TAT, resolution rates, adoption and client engagement and drive
improvement.
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