Job Description
The Manager - Training, NMIPL role focuses on achieving Q-VOC AS objectives, managing customer complaints, overseeing CEC processes, and preparing MIS for CQ. Key responsibilities include developing strategies for KPI achievement, analyzing customer feedback, implementing proactive actions to reduce complaints, and coordinating with regional teams to enhance customer satisfaction and operational effectiveness.
Must Have:
- Develop and implement strategies for Q-VOC Sales & AS KPI achievement.
- Manage customer complaints, including VOC capture, root cause analysis, and proactive reduction strategies.
- Oversee CEC processes, conduct periodic reviews, and launch customer feedback surveys.
- Prepare MIS for CQ and coordinate with regional teams for related activities.
EXPECTED END RESULTS
MAJOR ACTIVITIES
- Meeting Q-VOC AS Objective
- Make strategy for Q-VOC Sales & AS KPI achievement
- Plan actions based on the strategy
- Get the actions implemented through stake holders
- Review the effectiveness of actions
- Customer complaint Management
- Capture the customer VOC through various sources like CEC, Email, letters SM
- Analyse the complaints & do the root cause analysis
- Plan strategy to reduce complaints through proactive actions & improve customer satisfaction
- Create visibility on VOC
- CEC Management
- Manage & periodic review of CEC process and PDCA with CEC Team.
- Launch Customer feedback survey for CEC.
- MIS
- Prepare MIS for CQ.
- Co-ordinate with region team for various activities related to CQ
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