Key Responsibilities:

1. Customer Experience Improvement:

• Analyze customer feedback, surveys, and complaints to identify trends and areas for improvement.
• Develop and implement strategies to enhance the customer experience across all touchpoints.
• Ensure alignment between customer experience initiatives and TQM principles, emphasizing continuous improvement.

1. Process Optimization:

• Work with cross-functional teams to optimize customer-related processes, ensuring quality and efficiency.
• Apply TQM tools such as Six Sigma or Lean to eliminate defects and improve processes.

1. Quality Standards Implementation:

• Ensure that customer service teams follow quality guidelines and standard operating procedures.
• Document control and creating/updating SOPs.
• Collaborate with the TQM team to conduct regular audits and identify areas where service quality may be lacking.

1. Training & Development:
2. Provide staff with training and guidance on customer experience best practices and quality management techniques.

• Develop customer experience improvement programs and ensure teams are equipped to implement them.

1. Data Analysis & Reporting:

• Analyze performance metrics (e.g., customer satisfaction scores, Net Promoter Score) and report findings to senior management.
• Use data-driven insights to recommend changes to improve service quality.

1. Continuous Improvement Initiatives:

• Lead or participate in TQM-driven improvement projects, focusing on enhancing customer satisfaction.
• Stay updated on industry trends in customer experience and quality management, adapting new techniques to improve the customer journey.

Skills & Qualifications:3+ years in a customer experience and/or quality management role.Certifications in TQM, Six Sigma yellow belt, or Lean methodology are a plusStrong understanding of TQM principles (e.g. ISO, FDA standards, Six Sigma).Experience in customer experience management analytical skills with the ability to interpret data and make actionable recommendations.Requires a strong communicator with a diplomatic demeanor. The ideal candidate will have experience fostering positive relationships and collaborating effectively with diverse teams and departments.Familiarity with customer feedback tools, channels and performance metrics (e.g., NPS, CSAT).Key benefits include:Shop Smarter with Aman: Discover the best selection of electronics and home appliances from top brands at unbeatable prices. Enjoy flexible payment options, including installments, and hassle-free shopping experiences.Join MoneyFellows: Connect with like-minded individuals and create your own Money Circle. Save money together and achieve your financial goals faster.Unlock Premium Rewards with Our Premium Card: Enjoy the ease of installments and exclusive benefits with our premium card. It's the simplest way to make purchases and manage your finances.Experience Financial Freedom with Halan: Our financial super app offers a comprehensive suite of services, including money transfers, gaming, shopping, and more. All in one place, for your convenience.