Hiring For Assistant Manager - Quality Auditor
- Club Mahindra
- 5 - 10 years
- Mumbai
- 10 months ago
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Job Description
Role & responsibilities:-
- Process audits and fixing the gaps to improve process efficiency & member experience.
- Create an audit checklist and dashboard to track improvement & closures the processes audited
- Conducting dump analysis using dialer data, VOC data, tagging dump, disposition dump & other data available for analysis.
- Conducting GEMBA audits (weekly) on production floor/Branches and live call barge-in.
- Create a Monthly process audit plan for Customer Service function
- Create weekly visibility on process audits by meeting and dashboard. What's working well and what's not going well.
- Sharing best practices to improve process efficiency
- Work closely with the Process Owners & cross functional team to fix the gaps identified
- Basis audits identify areas requiring process enhancements ensure gaps are fixed within given timeframe along with the process owners through CAPA methodology.
- Financial goals need to be met and act as an enabler to ensure processes are running smoothly.
Preferred candidate profile:-
- We are looking for a Customer Service Process Quality Auditor who will liaison between cross functional team for Process audits & compliance related activities and deliverables.
- The successful candidate will be able to accept ownership for process audits along with important analysis to effectively solve customer issues, complaints, requests, and enquiries, keeping customer satisfaction at the center of every decision and behavior.
- Candidate will also be responsible to conduct transactional audits, systemic audits & GEMBA Audits.
- Candidate will be responsible to enable teams in increasing NPS numbers, process performance on key business KPIs and focus on individual KRA by way of process audits & non-conformity closures, suggesting and driving automations, bringing change process to make lean & system driven etc. Come become part of largest Vacation ownership company in India.
Skills set required:-
- Experience in handling customer service operations 5 years and above
- Experienced in Process audits
- Strong follow up and internal co-ordination skills.
- Strong & assertive in handling agents queries & objection handling.
- Should be able to express & articulate audit observations to make process owners understand (with relevant examples if any required).
- Should identify opportunities for system correctios, automations & process gaps/changes.
- Excellent written & verbal communication skills
- Solution oriented, Patient, Confident, smart, and go getter. Ready to work extended hours need based.
- Customer focus & an eye of detailing.
- Problem-solving skills (i.e., conceptual, and analytical thinking)
- Communication skills, including oral communication, report writing, and presentation skills.
- Wiling to travel to branches & resort premises.
- Experience in risk assessments & risk management.
Additional Note - Applicants age must between 25 years to 35 years only
Job Classification
Industry: Hotels & RestaurantsFunctional Area:
Role Category: Business Process Quality
Role: Business Process Quality
Employement Type: Full time
Education
Under Graduation: Any GraduatePost Graduation: MBA/PGDM in Any Specialization
Doctorate: MPHIL in HR/Industrial Relations, Ph.D/Doctorate in HR/Industrial Relations
Contact Details:
Company: Club MahindraLocation(s): Mumbai
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Keyskills: Quality Audit Gemba Capa NPS Kaizen automation Lean Six Sigma process quality
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₹ 5-10 Lacs P.A
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Club Mahindra
Mahindra Holidays & Resorts India Ltd. a part of the Infrastructure Sector of the Mahindra Group, brings to the industry values such as Reliability, Trust and Customer Satisfaction. Started in 1996, the company's flagship brand is 'Club Mahindra'
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