Bachaa Party Jobs Manager Quality Assurance & Customer Experience
Bachaa Party Jobs Manager Quality Assurance & Customer Experience:
Bachaa Party, Pakistan’s Biggest Kids Brand is looking to hire a skilled and experienced candidate for the position of Manager Quality Assurance & Customer Experience.
Responsibilities:
- Improve CX at all touchpoints of Bachaa Party and make it a strategic advantage.
- Lead the culture of Customer centric mindset at the organization.
- Inspire and influence the organization managers and leaders to take initiatives to improve CX
- Measure CX at all customer touchpoints of Bachaa Party including Stores, Website, Ecommerce and CS (calls + written channel)
- Analyze the data gathered (Feedback, complaints etc.) and identify opportunities to further increase CX at all touchpoints
- Present findings to respective Departments and top Management on weekly/monthly basis.
- Guide/Coach/Train the frontline staff to deliver exceptional CX
- Conduct regular CX forums to ensure all management and major stakeholders are aligned with CX initiatives
- Research and propose new ways to improve CX at all touchpoints
- Lead the CX team and ensure all team KPIs are met timely.
Requirements:
- Education: Bachelor’s degree – Masters preferred
- 5-7 years of experience in Customer Services or Customer Experience Management. 2 -3 years in leadership role.
- Experience of Quality Assurance of Contact center (calls + written) is preferred
- Experience of Systems and processes (developing SOPs etc.) will be a plus
- Experience of training will be a plus
- Experience of working on NPS will be a plus
- Passionate about improving Customer Experience of a leading Kids brand with retail stores and Ecommerce
- Excellent communication & listening skills
- Excellent stakeholder management with ability to inspire organization leaders to take respective CX initiatives
- Excellent analytical skills: Able to understand numbers and trends
- Great people skills/team leadership skills
Interested candidates can share their updated CVs at [email protected], mentioning the position in the subject line.