Manager, Customer Quality - NMIPL

EXPECTED END RESULTS

MAJOR ACTIVITIES

Meeting Q-VOC Sales Objective

• Make strategy for Q-VOC Service KPI achievement
• Plan actions based on the strategy
• Get the actions implemented through stake holders
• Review the effectiveness of actions

Customer complaint Management

• Capture the customer VOC through various sources like CEC, Email, letters SM
• Analyse the complaints & do the root cause analysis
• Plan strategy to reduce complaints through proactive actions & improve customer satisfaction
• Create visibility on VOC
• Form & lead CFT for escalated complaints
• Conduct Daily QRQC

Escalation Management

• Handle Top Management & AMI escalated complaints
• Co-ordination with Field AS, TCS, Techline, Field Sales to provide solution to critical complaints
• Timely acknowledgement to customers and status updates to top Management

Creating customer delight “Customer Connect “

• Plan & executive customer connect programs to ensure 100% customer satisfaction
• Drive Dealer Motivation programs for high performance on CS

CEC Management

• Overseeing the management of call centre
• Monthly review
• Manpower & Resource Planning
• Ensuring timely cascade to Call Centre
• Ensuring quality while keeping cost in control
• Ensure CEC VOC survey
• PDCA based on Survey result
• KPI achievement basis CEC VOC Survey

Others

• Co-ordinate with region team for various activities related to CQ
• Manage the Budget for CQ Activity