Customer Experience Manager
Job details
Industry: Internet/EcommerceDesignation: Quality Assurance & Improvement ManagerThis role will require you to:Monetoring Chats and Providing Feedbacks and scope of improvement.Champion opportunities to consistently improve the experienceCreate standards in accordance with industry and customer expectationsMonitor and motivate customer experience & sales managers through conversationsDrive business goals & strategies to pave the way for outstanding customer experienceIdentity & analyze the pulse of the customer through internal & external review channels and proactively initiate improvementsCoordinates & facilitates calibrations with the teams to improve the customer journeyIdentify & resolve process gaps in collaboration with support teamsIdentify training needs & plan sessions for upskillingCreate, manage & report product/process assessments to improve knowledgeWork & collaborate on departmental & organizational projectsBuild & drive a culture of problem solving and innovation Skills & Competencies:Monitoring skills with an eye for detail in qualityCoach and a natural motivatorEmotional IntelligenceData gathering, analysis, and reportingAnalytical thinking & problem solvingCross-functional working & stakeholder managementProject management & process improvementPeople engagement & team buildingThink big and innovate PRB
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