4 Csat Management Jobs

The role requires you to design, test, and maintain software programs for operating systems or applications that need to be deployed at a client's end while ensuring they meet 100% quality assurance parameters. Your responsibilities will include understanding the requirements and design of the product/software, developing software solutions, investigating problem areas, facilitating root cause analysis, and identifying ways to improve system performance. You will collaborate with functional teams, systems analysts, and project managers to obtain information on software capabilities. You will also be responsible for performing coding, ensuring optimal software/module development, determining operational feasibility, developing and automating processes for software validation, modifying software to fix errors or improve performance, and recommending the installation of new systems or modifications to existing systems. It will be essential to ensure error-free code, prepare reports on programming project specifications, and compile comprehensive documentation and reports as requested. Additionally, you will be expected to provide status reporting and maintain a customer focus with respect to the project and its execution. This will involve capturing requirements and clarifications from the client, taking feedback regularly to ensure timely delivery, participating in continuing education and training, consulting with engineering staff, and documenting solutions effectively. You will need to ensure good quality of interaction with customers through various communication channels and respond to customer requests promptly. Your performance will be measured based on continuous integration, deployment, and monitoring of software with a focus on error-free onboarding and implementation, adherence to release plans, quality, and customer satisfaction including on-time delivery, troubleshooting queries, and completion of assigned certifications for skill development. Additionally, you will be evaluated on MIS and reporting aspects, ensuring 100% on-time generation of MIS and reports.,

The role requires you to design, test, and maintain software programs for operating systems or applications to be deployed at client end, ensuring they meet 100% quality assurance parameters. Your responsibilities include understanding product/software requirements, developing software solutions, investigating problem areas, facilitating root cause analysis, and identifying ideas for system performance improvement. You will collaborate with functional teams, systems analysts, and project managers to obtain necessary information on software capabilities. You will be responsible for coding, ensuring optimal software/module development, determining operational feasibility, developing and automating processes for software validation, modifying software to fix errors or improve performance, and preparing reports on programming project specifications. It is crucial to ensure error-free code, timely documentation, and coordination with the team on daily project status and progress. Additionally, you will be involved in status reporting, customer focus, capturing client requirements and feedback, continuing education and training, consulting with engineering staff, and documenting solutions through flowcharts, diagrams, code comments, and clear code. Emphasis is placed on maintaining good quality interactions with customers, timely responses to requests, and ensuring no instances of complaints internally or externally. Your performance will be measured based on Continuous Integration, Deployment & Monitoring of Software (error-free onboarding & implementation, adherence to the release plan), Quality & Customer Satisfaction (on-time delivery, troubleshooting queries, customer experience, completion of certifications), and MIS & Reporting (timely report generation). Overall, this role requires a dedicated individual with strong software development skills, attention to detail, effective communication abilities, and a focus on delivering high-quality software solutions to meet client requirements.,

We are looking for a performance-driven Team Leader to lead our international voice support team. The ideal candidate should bring 5+ years of total experience in a voice-based BPO setup with at least 1-2 years of hands-on experience in team handling. The role is crucial in maintaining operational excellence improving CSAT scores and ensuring minimal attrition. Key Responsibilities : - Lead and manage a team of voice agents in delivering high-quality international customer support Drive and achieve targets for CSAT (Customer Satisfaction)" AHT (Average Handling Time) FCR (First Call Resolution) and Quality Scores Actively monitor and improve customer experience through coaching and root cause analysis Implement initiatives to manage and reduce team attrition while maintaining high team morale Ensure timely escalations are resolved and service recovery is handled effectively Conduct regular one-on-one meetings and team huddles to communicate updates performance feedback and development plans Work closely with Quality and Training teams to identify and close skill gaps Analyze reports and dashboards to monitor performance trends and take corrective actions Maintain compliance with company policies and client-specific KPIs Foster a culture of accountability collaboration and continuous improvement Skills & Attributes : - Strong understanding of customer experience metrics such as CSAT" NPS and Quality Scores Demonstrated ability to handle attrition and engage teams positively Proactive leadership style with experience in coaching and mentoring Excellent verbal and written communication skills Ability to work under pressure and in a target-oriented environment Competence in using CRM tools reporting dashboards and workforce management tools Contact Person : - Anusiya Contact Number : - 9840114871

Role & responsibilities: This position is responsible for wire line (NLD & Access) Service Assurance for wireline B2B Customer links and thereby directly contributing customer satisfaction. The position will also be responsible for enhancing efficiencies, mitigate risks, resolve issues and optimize cost savings, and to ensure that all deliverables are completed within SLA. Manager shall also work towards identifying, developing and implementing techniques to improve productivity. Essentially the key focus area of this position will be- Ensure customer SRs gets resolved within timelines along with compliance to norms through meticulous governance with all stakeholders. Driving teams to ensure compliance against defined goals and processes to meet customer requirements & achieve customer delight. Adhering to and developing process-oriented approach within function. Develop a highly skilled and efficient team to drive customer satisfaction. Maintain high level of motivation and energy in teams. Institutionalize learning process by creating knowledge base and build culture of knowledge sharing in teams. Reporting of MIS/Dashboards to senior management/functional heads capturing areas of improvements, performance trends & bottlenecks Collaborating with business units to integrate business needs, interests, and objectives Effectively communicate with excellent interpersonal skills to ensure precise & timely communication to stakeholder Preferred candidate profile: Experience in Telecom, having experience in handling service assurance with flair of managing customer relationships / operations with strong service orientation. Good knowledge of Transmission Systems and possesses team building skills.