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About Traya:
Traya is the only company in India that provides a holistic treatment for hair loss by targeting its root causes. We provide personalized plans that are prescribed by doctors with trusted ingredients. More than 200,000 customers are on the Traya regime and have seen desired results.
Designation: Sr.QA Manager
Location: Mumbai - Malad (Work from Office)
Roles & Responsibilities:-
Quality Assurance: Ensuring that all customer interactions, typically over the phone, meet the company's quality standards and adhere to relevant regulations.
Team Leadership: Managing a team of quality analysts and coordinators, including hiring, training, and performance evaluations.
Process Improvement: Identifying areas for process improvement and implementing strategies to enhance efficiency and customer satisfaction.
Data Analysis: Analyzing quality data and customer feedback to identify trends, areas of improvement, and to make data-driven decisions.
Compliance: Ensuring that the team follows all applicable laws, regulations, and company policies, especially in industries with strict compliance requirements.
Training and Development: Providing ongoing training and coaching to quality analysts to improve their evaluation skills and keep them up to date with industry best practices.
Reporting: Generating and presenting regular reports on quality metrics, performance, and areas that require attention to senior leadership.
Stakeholder Communication: Collaborating with various stakeholders such as customer service teams, operations, and management to address quality-related issues and develop action plans.
Continuous Improvement: Initiating and leading continuous improvement projects to enhance the overall quality of voice processes and customer experiences.
Conflict Resolution: Addressing conflicts and disputes within the team and working towards a resolution that maintains a positive and productive work environment.
Customer Focus: Maintaining a customer-centric approach, with a keen focus on ensuring that customer interactions are of the highest quality and meet or exceed customer expectations.
Requirement:
Date Posted: 27/06/2024
Job ID: 83303589
