Project service - Assistant Manager / Senior Associate
Standard / Permanent
Project Services Team –Voice of customer
Experience level: 5 Years
Relevant experience: 2 – 3 Years
Voices of Customer are surveys, where the client satisfaction levels for various processes is derived using a questionnaire that is shared with them. The results derived from these questionnaires are analyzed and an action plan is arrived at, which is then shared with all stakeholders.
AREAS OF RESPONSIBILITY / CRITICAL TASKS:
Responsible for end to end implementation for Client VOC.
Coordinate closely with Business Heads for obtaining the VoC requirements
Manage VoC execution – VoC Launch , reminders to participants, Closure & analysis
Manage VoC Dashboard and Trackers
Keep track of upcoming VoC and plan the execution
Adhoc management reports/ queriesKey Behavioral CompetenciesStrong communication skills, Attention to detail and thoroughness, Good interpersonal skills, People management skills, Ability to manage multiple stakeholders, Persistence of follow-up when required, Ability to operate with demanding users and sometimes conflicting priorities, Articulate innovative problem solving techniquesKey Technical CompetenciesExcellent written and verbal communication.Industry knowledge of Client surveys, CSAT, VoC UnderstandingUnderstanding of risks in contractingQualificationPost Graduate /Graduate with prior experience in CSAT, Client surveys, VoC
Post Graduate /Graduate with prior experience in CSAT, Client surveys, VoC