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Process Excellence - STL / AM

4 - 9 YearsGurgaon

Posted: 51 days ago

Job Description

Role Purpose:

Candidate is expected to match and deliver to meet the changing needs of our clients that continually upscale the demands of value from quality monitoring. Assist in standardizing and streamlining the flow of information for their assigned client(s). Attend client concerns; facilitate communication and resolution between various internal management entities.

Key Role Deliverables:
  • Learn your clients business, product, processes, intent and influences.
  • Identify and calibrate to stay updated on clients core business objectives
  • Create and maintain a strong working rapport with your client
  • Understand needs and desires of the client and move to meet those needs in a proactive manner
  • Identify and deliver nuggets of actionable value and its ongoing behavior through evaluations
  • Run analysis to prepare and provide business impact and future returns post suggested change and/or improvements
  • Be responsive. Acknowledge & own client requests/wants. Offer ideas. Suggest alternatives. Help them improve their business
  • Establish channel of open communication and maintain regular contact with clients and its users
  • Assist the clients with items that are over and above the usual. Continually finding ways to delight your clients and maintain a focused eye to strengthen partnership
  • Identify revenue enhancement/growth opportunities

Salary: Not Disclosed by Recruiter
Industry: BPO / Call Centre / ITES
Functional Area: ITES, BPO, KPO, LPO, Customer Service, Operations
Role Category: Quality
Role: Team Leader-Quality Assurance/Quality Control
Employment Type: Permanent Job, Full Time

Desired Candidate Profile


At least 3 years experience working on assignments that involve analysis of specific business impacting data points and the presentation of results and recommendations, ideally with external customers.

  • Customer contact, ideally through working in contact centers
  • Experience as a Team Leader and providing support to both external and internal contacts towards process improvement will be preferred

Required skills and attributes:
  • Demonstrated excellent analytical, creative and problem solving skills
  • Strong business acumen
  • An enquiring mind, curiosity and desire to understand why
  • Listening skills, specifically around structured call listening
  • Ability to rapidly assimilate new technologies and teach yourself
  • Excellent communication skills
  • Well-developed presentation skills
  • High proficiency with PowerPoint and Excel
  • Qualification to degree level or equivalent
  • Based in Delhi/NCR*

PG - Post Graduation Not Required
Doctorate - Doctorate Not Required

Company Profile

MattsenKumar Services Pvt. Ltd
Outsourcing with MattsenKumar ("MK") means more than "just" competent, cost effective service delivery, it also means partnering with a fully transparent, goal oriented, winning team that constantly strives to raise the bar for its' clients-and does! With over thirteen (13) years of providing third party quality for a wide variety of Fortune 500 clients through their exclusive partnership with HyperQuality, ensuring top quality in all output is a huge part of MK's DNA--and these quality extras are built into their support model. Through our Business Insights team, in addition to successful transactional output, we also offer business analytics and assessment to further enhance our value proposition. A commitment to ensuring maximum protection of client data is demonstrated through several successive years of being PCI CERTIFIED -- MK's clients deserve nothing less.
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Contact Details

Recruiter Name:Anshuman Chandra

Contact Company:MattsenKumar Services Pvt. Ltd