Insights & Experience Assurance Senior Manager

Job Description

Title: Insights & Experience Assurance Senior Manager

Company Name: Banglalink

Vacancy: 1

Job Location: Dhaka

Employment Status: Full-time

Educational Requirements:
∎ BBA/Bachelor's Degree required; Masters preferred

Experience Requirements:
∎ 8 to 10 year(s)

Job Responsibilities:
∎ Ensure customer experience measured for all channels / touch points (Digital, physical and network experience)
∎ Establish target setting and improvement for respective cross functional teams
∎ Manage research and check hypothesis by functions on customer pain points and feedbacks
∎ Drive experience excellence in every interaction of the customer with enablement & solution initiative
∎ Coordinate with relevant stakeholders & take initiatives to convert detractor customer to promoter customer
∎ Capability management and enhancement of NPS, CES, CSAT, CFL, etc Survey platforms
∎ Own and manage touch points (Contact center and monobrand) service quality parameter to ensure service excellence & first call resolution
∎ Development of the Service Quality Assurance strategy, methodology & framework.
∎ Define and implement customer service quality assurance processes and practices (e.g. scoring process, sampling criteria)
∎ Drive adoption of best practices to ensure customer service qualitative improvement in customer service of contact center & walk-in touch points
∎ Monitor customer service qualitative performance of the vendors and take action as per policy to meet business targets.
∎ Ensure planning and execution of training and development of front end service people
∎ Drive customer service quality focused campaign in order to improve SWAS and service accuracy
∎ Compare & benchmark experience (own, competitions and relevant industry)
∎ Reporting and highlighting insights to stake holders and ensuring execution of initiatives
∎ Continuously drive efficiency, automation, CX strategies and KPIs for team
∎ Build a motivated high performing team with desired organizational values and behaviors. - Team engagement & development - Recognition and Reward - Team member empowerment

Additional Requirements:
∎ Academic Qualification- BBA/Bachelor's Degree required; Masters preferred
∎ Job Experience Required- Minimum 8 years of experience where 5-7 years of experience in relevant fields preferably in telecom industry
∎ Required Capabilities- Industry knowledge and customer drivers to research and develop key 'points of view' and make recommendations of how to develop our propositional, business, process and technical capabilities.
∎ Customer obsessed with full dedication to improve process by innovation and eliminate defects
∎ Sound understanding of service quality assurance framework
∎ Training and development knowledge
∎ Ability to prioritize and focus delivery group on tasks
∎ Strong understanding of project management concepts, with a focus on planning, progress tracking & communication/ reporting Good knowledge of the Telecom Product, package, digital channels, devices and communication Ability
∎ Demonstrate ability to collaborate cross-functionally to achieve results at all level
∎ Works well with a diversity of people and with demonstrated collaboration skills. Able to drive change and influence individuals at all levels of the organization
∎ Excellent verbal and written communication skills and able to communicate up and across the organization - working with senior staff members and front-line employees.
∎ Sound understanding of NPS dynamics (all types) and associated Root Cause Analysis and Closed Loop Feedback, CSAT
∎ Experience of analyzing qualitative and quantitative marketing research data, deep research requirements setting experience
∎ Person with disability are encouraged to apply

Salary: (Monthly)

Compensation & Other Benefits:
∎ As per Company Policy

Job Source: Bdjobs.com Online Job Posting.

Application Deadline: 21 Dec 2023

Company Information:
∎ 14 Dec 2023
∎ Banglalink
∎ Address : Tigers' Den, Plo 4, SW (H) Gulshan Avenue, Gulshan, Dhaka-1212
∎ Business : Wireless Telecommunication

Category: Marketing/Sales

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