• Roles and Responsibilities:Develops consistent customer service delivery by performing quality audits; delivering feedback to agents and managers on success areas and improvement opportunities; assessing individual coordinator customer service levels; analysing key quality drivers; creating and evaluating quality reports; recommending changes to improve quality control processes and customer satisfaction; reporting feedback to management; and identifying training opportunities.
• Executes quality assurance processes by identifying industry best practices and incorporating them into quality assurance programs; evaluating quality review processes and identifying areas of opportunity; developing and implementing process changes; implementing utilization and effectiveness of quality assurance programs; evaluating service level data in order to determine behavioural gaps and training needs; and collaborating with key stakeholders in order to develop action plans to improve agent service levels.
• Communicates findings to stakeholders and customers by providing documents and work papers; identifying process errors and determining needed fixes; providing recommendations to stakeholders regarding needed training support; updating training documentation; and ensuring recommended solutions are implemented.
• Executes quality assurance plans and frameworks by collaborating with stakeholders on identified controls; determining the frequency and timing of processes; documenting processes; identifying areas of opportunity in quality assurance plans; and communicating recommendations to leadership.
• Demonstrates up-to-date expertise and applies this to the development, execution, and improvement of action plans by providing expert advice and guidance to others in the application of information and best practices; supporting and aligning efforts to meet customer and business needs; and building commitment for perspectives and rationales.
• Provides and supports the implementation of business solutions by building relationships and partnerships with key stakeholders; identifying business needs; determining and carrying out necessary processes and practices; monitoring progress and results; recognizing and capitalizing on improvement opportunities; and adapting to competing demands, organizational changes, and new responsibilities.
• Models compliance with company policies and procedures and supports company mission, values, and standards of ethics and integrity by incorporating these into the development and implementation of business plans; using the Open Door Policy; and demonstrating and assisting others with how to apply these in executing business processes and practices.

CompetenciesAn individual must be proficient in each of the competencies listed below to successfully perform the responsibilities of this position .

• Identifies the requirements, expectations, and needs of customers or members.
• Researches and integrates relevant information and data and uses expertise to make recommendations or decisions.
• Aligns and pursues work activities to achieve the mission and business priorities of the organization. Shares information, practices, and resources across functions, organizations, and locations to improve performance
• Develops and implements plans, practices, and processes to better achieve organizational goals
• Develops and presents logical, convincing reasons in support of ones perspectives and initiatives.
• Supports efforts to enforce compliance with policies and procedures.
• Demonstrates creativity and strength in the face of change, obstacles, and adversity
• Builds trusting, collaborative relationships and alliances across functional and organizational boundaries

Experience Required - 1-3 Years

Qualification - Any Graduate

About company

If youre thinking scale, think bigger and dont stop there. At Walmart Global Tech India, we dont just innovate, we enable transformations across stores and different channels for the Walmart experience.

A regular day at Walmart Global Tech India means using technology to deliver leading-edge innovations for the biggest retailer in the world - Walmart. Our innovations ensure a seamless experience for 275 million customers per week, across 11,300 stores under 58 banners in 27 countries and eCommerce websites in 10 countries.