Bachaa Party Jobs Manager Quality Assurance & Customer Experience

May 10, 2023 admin

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