Assistant Manager - Process Quality

Tata CLiQ

Mumbai

3d ago

Tata CLiQ is the flagship digital commerce initiative of the Tata Group. It is a multi-category e-commerce platform, operating across categories such as Fashion, Footwear and Accessories, Electronics and Luxury.

At CLiQ, we encourage experiments and creativity in Technology. We develop and use technology to enhance day-to-day life and have a positive impact on customers.

Tata CLiQ has a unique omni-channel marketplace model offering customers the convenience of quicker delivery (by shipping from store), easy pick-up and returns, across 1,200+ brands and 1,000 stores in 100+ Indian towns and cities.

It is also India's definitive destination for exclusive Fashion and Electronics brands.Here’s what we believe in : We obsess over customer delightWe are out there to find an alternate way of doing e-commerceWe carry an attitude to develop a culture of learning and continuous improvement, both for people and processesOur goals will be ambitious, demand significant stretchWe believe in Uncomfortable TransparencyWe will always be respectful, empathetic and caring about the well-being of our teams KEY RESPONSIBILITIES ·Responsible to ensure that the Customer service team has the robust systems and processes in place and are adhered efficiently & effectively by all·Develop and implement quality management strategy and plans, including resource, systems, timescales, to support, contribute, and integrate with the organization’s business plan.

Re-engineer QA Audit forms as per process and business requirement to strengthen the Quality framework·Analyse data / reports / procedures and make recommendations on Process re-engineering·Ensure process compliance with company policies & procedures·Deliver Audit reports, communicate findings and recommendations in an effective manner to internal & external stakeholders·Ensure appropriate actions are taken by the concerned personnel for the cases of error or discrepancies·Advises on hiring, training and development·Provide different solutions depending upon the needs of the internal / external customers·Customer (Internal and External) satisfaction needs to be met in every interaction DESIRED CANDIDATE PROFILE ·Strong interpersonal skills with the ability to communicate and work with people across multiple levels and functions ·A continuous improvement and best practice attitude·Strong process and compliance skills to support process decision making·Committed to a high standard of excellence which includes working professionally and ethically·Demonstrates self-drive and initiative·Good judgment and sound problem-solving abilitiesAbility to work within challenging environment with tight delivery timelines EDUCATIONAL BACKGROUND ·Graduate EXPERIENCE Overall 8 years of experience with 3 to 5 years of relevant experience as Quality Team Leader / AM Quality in a contact centre environment

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