Prateek Tiwari

Job Description Summary.

The role focuses on developing and implementing quality standards to ensure consistent, high-quality customer service across all channels. Key responsibilities include managing performance through audits, feedback surveys, and metrics, identifying improvement areas, and ensuring compliance with company standards.

The position involves creating and delivering training programs for customer service representatives, coupled with ongoing coaching and support.

Proactive stakeholder engagement and satisfaction management are integral, ensuring alignment of service delivery with strategic objectives.

Job Description Summary

• Manage and track compliance requirements for India (IN), United Kingdom (UK), and North America (NA).
• Drive initiatives and projects focused on operations metrics, coaching mechanisms, and team engagement.
• Perform data analysis and generate detailed reports using Excel to evaluate various operational metrics.
• Conduct regular hygiene checks for both physical (B&M) and virtual customer service sites (VCS-IND) to ensure compliance.