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Assistant Manager - Quality (Escalations)

As Assistant Manager - Quality , you’ll play a critical customer service role by leading customer escalation and coordinating resolution efforts with key stakeholders. You’ll work cross-functionally to ensure issue ownership, action items, and communications are fulfilled.You’ll work closely with the program managers who lead fulfillment and user/supplier experience charters in order to better serve our users. To this end, you’ll also lead key initiatives and impactful projects to revamp the very way we approach our users.Your guiding question in this role will be “is Meesho the preferred channel of e-commerce for all our customers, small entrepreneurs, and users?”. You’ll answer this question every day through user-centric, cost-effective designs and processes. You’ll also own the performance metric for Fulfillment and Experience in your charter.\n What you will doLead a team of RCA/SOP specialists and QAs to ensure timely and accurate representation of process health. Monitor processes, identify areas of improvement and build frameworks to improve key metrics such as satisfaction score, customer effort score, handling time, etcWork with partners and in house teams to drive the right audit and governance practices Work on the identified areas to rework on the SOP to continuously improve the north start metrics like CES, NPS etc. Publish weekly and monthly summaries for all stakeholders with actionablesDrive process improvements, periodically publish product/process insights derived from the team’s inputsIdentify improvement opportunities to infuse efficiency and effectiveness into business processesUnderstand potential customer dissatisfaction drivers and proactively mitigate any CSAT/SSAT risks Own WBR, MBR, and QBRs with with internal and external stakeholdersOwn metrics management and stakeholder managementWhat will you need A graduate degree in any discipline2+ years of experience in people management with team sizes of 8 and above.Strong background in customer operations and service.Good understanding of CRM tools such as Zendesk, Freshdesk, Kapture, etc.Strong MS office skills and reporting skills.Minimum of 1.5 yrs experience in Assistant Manager/ Sr. TL role.Proven record of having worked or root-cause fixing than fixing symptoms.Proven ability to take a structured solution-oriented approach to solve problems\nAbout MeeshoMeesho is India’s fastest growing e-commerce company. We started in 2015 with the idea of helping mom & pop stores to sell online. Today, 5% of Indian households shop with us on any given day 😎. We’ve helped over 15 million individual entrepreneurs start online businesses with zero investment. We’re democratising internet commerce by offering a 0% commission model for sellers on our platform — a first for India. We aim to become the e-commerce destination for Bharat. How? Find out from our blogs!We’re currently valued at $4.9 billion with marquee investors supporting our vision. Some of them include Sequoia Capital, Softbank, Fidelity, Prosus Ventures, Facebook and Elevation Capital. We were also featured in Y Combinator’s 2021 Top Companies List, and were the only Indian startup to make it to Fast Company’s The World’s 50 Most Innovative Companies in 2020. We ranked 6th in Linkedin’s Top Startups List 2021. Our strongest asset is our people. We have gender-neutral and inclusive policies to promote our people-first culture. Please check out meesho. careers for our openings.Our Mission Democratise internet commerce for everyoneOur PurposeHar Indian ka APNA MARKET

Job Type
Full Time
Salary
N/A
Experience
N/A
Posted
17 days ago

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