4 Voc Jobs

About the Job The Director of Special Projects is a strategic leadership role responsible for delivering insights and analytics to the C-Suite and management teams. This role is pivotal in shaping and enhancing customer experience (CX) outcomes for our clients and internal business units. It focuses on synthesizing data from various sources to deliver actionable insights, strategies, and recommendations that drive improved CX performance and operational efficiency. The successful candidate will be adept at translating complex data into clear narratives that inform both external client partnerships and internal leadership objectives. As Director of Special Projects, You Will Curate insights by analyzing diverse data sets, including disposition data, operational metrics, workforce metrics, analyst reports, internet research, and AI-generated intelligence. Identify trends, opportunities, and improvement areas to help clients strengthen customer relationships and elevate their brand reputation. Support client CX leaders in defining and implementing strategies to enhance customer satisfaction, loyalty, and advocacy. Present focused, data-driven recommendations during regular client engagements, offering candid and objective insights with professionalism and impact. Provide senior business unit leaders and CX teams with clear, concise performance analysis across key CX metrics, such as CSAT, NPS, FCR, VOC, as well as operational efficiency metrics like AHT, CPC, and utilization rates. Identify underperforming areas and recommend evidence-based strategies to improve both customer experience and operational KPIs. Collaborate with internal stakeholders, including QA, reporting analysts, and real-time analysts, to ensure insights and recommendations align with broader program goals. Serve as the driving force behind superior performance analytics, moving beyond traditional reporting to offer predictive and diagnostic insights that anticipate challenges and opportunities. Leverage existing resources and toolssuch as QA frameworks, real-time insights, and performance dashboardsto build holistic strategies that optimize service delivery and customer outcomes. Collaborate with AI and analytics platforms to unlock deeper intelligence and provide innovative solutions. As Director of Special Projects, You Have Bachelors degree in Business, Data Analytics, Customer Experience, or a related field. Advanced degrees or certifications in CX, Analytics, or Process Optimization are an asset. 10+ years of experience in data analysis, customer experience strategy, or consulting roles focused on performance improvement. Proficiency in data tools (e.g., Excel, BI platforms, or AI analytics tools) and experience with customer experience reporting and dashboards. An ability to interpret large and diverse data sets, identifying key trends and translating them into actionable strategies. An exceptional ability to present insights in a structured, impactful manner to both client stakeholders and senior internal leaders. A strong understanding of CX performance metrics (CSAT, NPS, FCR, VOC) and efficiency metrics (AHT, CPC), as well as their impact on client success. Experience working within cross-functional teams, with the ability to partner effectively with QA, workforce analysts, and business leaders. Familiarity with AI and data visualization tools to enhance insights and reporting.

Group Manager - Transformational Quality - Shipping & Logistics - 10+ years - Pune Location - Pune (on-site), Lead enterprise-level quality transformation across diverse verticals by driving data-led improvement initiatives, managing SLA compliance, and fostering a culture of continuous excellence. Your Future Employer A trusted global partner in business services and process excellence. Responsibilities Leading strategic quality and transformation initiatives across back-office operations. Driving continuous improvement using Six Sigma and customer insight (VOC/CSAT). Managing SLA performance metrics and client-aligned quality initiatives. Leading cross-functional teams and mentoring Assistant Managers. Executing quality transition deliverables for new client accounts and logos. Requirements Black Belt certification – Mandatory. Minimum two Black Belt projects led – Mandatory. Minimum 4 years of hands-on experience in transformational quality. Proficiency in quality tools and platforms like Tableau, Power BI, DataMart, or SQL – Preferred. Experience in team leadership and cross-functional collaboration. What is in it for you – Leadership role with ownership of strategic transformation goals. Exposure to high-impact projects across multiple verticals. Opportunity to lead quality across both transactional and transformational dimensions. Reach us – If you think this role is aligned with your career, kindly write me an email along with your updated CV on abhishek.pushkar@crescendogroup.in for a confidential discussion on the role. Disclaimer – Crescendo Global specializes in Senior to C-level niche recruitment. We are passionate about empowering job seekers and employers with an engaging, memorable job search and leadership hiring experience. Crescendo Global does not discriminate on the basis of race, religion, color, origin, gender, sexual orientation, age, marital status, veteran status, or disability status. Note – We receive a lot of applications on a daily basis, so it becomes a bit difficult for us to get back to each candidate. Please assume that your profile has not been shortlisted in case you don't hear back from us in 1 week. Your patience is highly appreciated. Scammers can misuse Crescendo Global’s name for fake job offers. We never ask for money, purchases, or system upgrades. Verify all opportunities at www.crescendo-global.com and report fraud immediately. Stay alert! Profile Keywords – Crescendo Global, business transformation, quality improvement, process transformation, shipping, logistics, customer experience, customer satisfaction, CSAT, voice of customer, VOC, strategic initiatives

About the Job The Director of Special Projects is a strategic leadership role responsible for delivering insights and analytics to the C-Suite and management teams. This role is pivotal in shaping and enhancing customer experience (CX) outcomes for our clients and internal business units. It focuses on synthesizing data from various sources to deliver actionable insights, strategies, and recommendations that drive improved CX performance and operational efficiency. The successful candidate will be adept at translating complex data into clear narratives that inform both external client partnerships and internal leadership objectives. As Director of Special Projects, You Will Curate insights by analyzing diverse data sets, including disposition data, operational metrics, workforce metrics, analyst reports, internet research, and AI-generated intelligence. Identify trends, opportunities, and improvement areas to help clients strengthen customer relationships and elevate their brand reputation. Support client CX leaders in defining and implementing strategies to enhance customer satisfaction, loyalty, and advocacy. Present focused, data-driven recommendations during regular client engagements, offering candid and objective insights with professionalism and impact. Provide senior business unit leaders and CX teams with clear, concise performance analysis across key CX metrics, such as CSAT, NPS, FCR, VOC, as well as operational efficiency metrics like AHT, CPC, and utilization rates. Identify underperforming areas and recommend evidence-based strategies to improve both customer experience and operational KPIs. Collaborate with internal stakeholders, including QA, reporting analysts, and real-time analysts, to ensure insights and recommendations align with broader program goals. Serve as the driving force behind superior performance analytics, moving beyond traditional reporting to offer predictive and diagnostic insights that anticipate challenges and opportunities. Leverage existing resources and toolssuch as QA frameworks, real-time insights, and performance dashboards—to build holistic strategies that optimize service delivery and customer outcomes. Collaborate with AI and analytics platforms to unlock deeper intelligence and provide innovative solutions. As Director of Special Projects, You Have Bachelor’s degree in Business, Data Analytics, Customer Experience, or a related field. Advanced degrees or certifications in CX, Analytics, or Process Optimization are an asset. 10+ years of experience in data analysis, customer experience strategy, or consulting roles focused on performance improvement. Proficiency in data tools (e.g., Excel, BI platforms, or AI analytics tools) and experience with customer experience reporting and dashboards. An ability to interpret large and diverse data sets, identifying key trends and translating them into actionable strategies. An exceptional ability to present insights in a structured, impactful manner to both client stakeholders and senior internal leaders. A strong understanding of CX performance metrics (CSAT, NPS, FCR, VOC) and efficiency metrics (AHT, CPC), as well as their impact on client success. Experience working within cross-functional teams, with the ability to partner effectively with QA, workforce analysts, and business leaders. Familiarity with AI and data visualization tools to enhance insights and reporting. Please share updated CV at abdulmohammed.kaleem@intouchcx.com

VOC: Voice of Customer Must skill : Medallia, OR Quantum Metrics, OR VertInt, along with user story EXP: 2 to 6years Loc : Chennai Candidate needs to have: Bachelors degree or three or more years of work experience. Two or more years of relevant work experience. Experience working in improving customer experience. Experience working in the Voice of customer program. Ability to access information (complex and somewhat technical) and present ideas simply and effectively to various stakeholders and customers Hands on experience working in Medallia, Quantum Metrics, VertInt The ability to advocate on behalf of the customer. Excellent interpersonal communication, presentation, and writing skills, conflict management, negotiation, decision making, organizational and problem solving. Ability to work independently and prioritize work assignments, based on changing business needs. Self-motivated with the ability to work independently in a fast paced and rapidly evolving environment and make strong, sound decisions with minimal supervision Results-oriented, strong sense of urgency, proactive and flexible Even better if candidate has one or more of the following: A degree in Computer Science or a similar discipline. Two or more years of experience as a Business Analyst or Associate Product Owner in a technical environment creating superior user experiences for Mobile and Web-based products. Experience writing user stories and documenting requirements. Ability to manage feedback from multiple stakeholders and drive to consensus Experience with Agile/Lean methodologies. Excellent project Management skill Thanks Yakesh yakesh.kanna@incedoinc.com