Assistant Manager , RCA & Customer Insights.Injaz - CXC - RBG - Customer Care Unit.Client & Conduct Group
Job description
Key Result Areas
Conduct deep-dive RCA on customer complaints to identify patterns, trends, and underlying issues across process, system, policy, and people gaps.
Develop actionable insights and recommendations to address recurring customer pain points.
Work with cross-functional teams to facilitate process enhancement projects that improve customer experience and minimize complaints.
Conduct workshops, brainstorming sessions, and service recovery discussions with key business units.
Leverage data analytics and customer insights to support process change proposals.
Conduct regular coaching, Trainings and feedback sessions with complaints-handling agents based on RCA findings.
Lead quality assessment exercises, ensuring adherence to resolution best practices.
Analyze customer feedback and satisfaction scores on complaint resolution, identifying trends and opportunities to improve service recovery.
Develop improvement plans to increase CSAT and reduce dissatisfaction drivers.
Work closely with the Complaints Handling Team to refine communication strategies and enhance resolution quality.
Track the impact of implemented changes, ensuring sustained improvements.
Prepare insightful decks and reports on complaints RCA, thematic trends, and proposed actions.
Present findings to senior leadership and stakeholders, driving discussions on strategic improvements.
Provide quarterly and monthly updates on complaints reduction initiatives and their impact.
Weekly & monthly reporting of complaints RCA to internal teams, working group & forums.
Participate in Regular Agile Scrums and drive business assigned Objectives to reduce complaints and improve customer experience
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