Senior Manager - CC

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Overview:
Myntra is India’s leading e commerce company committed to making fashion and lifestyle products
accessible to everyone. We are a company that is constantly evolving into newer and better forms and we
look for people who are ready to evolve with us. From our beginnings as a customization company in 2007,
to being technology and fashion pioneers today, Myntra is going places and we want you to take this
journey with us

Role Summary:
Myntra Customer Service Operations is looking for a Quality Sr Manager in Bangalore. In this role you will Head
the Quality charter for Myntra contact center (Partner & in house). The r ole is very challenging & exciting and
would require a great deal of strategy and collaboration wit h stakeholders and partners.
The role would require Subject Matter Expertise in managing the below

Areas Scope Description :

Inbound Contact Centre Voice and Non-Voice: Phone, Chat, Email

Outbound Contact Centre Call Me Back

Channels

Back end operation Back end complaint closure

Escalation desk Mange L2 complaints

New Age/ Digital Website or mobile app-based self-care, BOTs (voice, non-voice)

CRM simplification and efficacy improvement projects, routine

change management scoping, CC solutions evaluation, conduct user

SystemsCRM

acceptance testing and successful production movement

Knowledge Management Portal, Learning Management Portal, Micro

learning Training Portal, Business Intelligence systems (SQL, BI tools

Support Systems

etc.) Content developmental tools

Stake

MIS, RTM, Training, Quality, Knowledge Management, SCM,

holder Support Areas

category, IT, Catalog, Partner Management

Quality Sr Manger: This role requires the individual to work with partner and in-house team to drive the interaction quality strategy for contact center teams. The candidate needs to have the ability to deep dive to root cause and develop actions to drive agent and process Improvement. The candidate needs to create plans, review the design and deploy solutions with an ability to quantify results and share qualitative insights and collaborate with operations teams to ensure a better quality of interaction. The progress needs to be reported and quantify the impact to understand and share its effectiveness that impact our customers and partners
Team: This role requires one to play a significant role in the development of a successful and effective team. Shapes the direction of the team and keeps them focused and motivated to deliver the right results 3. Partner Management: Work closely with the partner team and adopts the right audit, governance process. Mentors Partner teams to perform and deliver the right performance Have a robust review system for the partner

4. Stakeholder management: This role is expected to have a high degree of cross-functional stakeholder engagement across business teams, program/product teams and cross functional teams to benchmark best practices.

Key Role Objectives and Result Areas:

Deliver best in class interaction quality across channels

Key Result Areas: Quality score/accuracy/task accuracy

Interaction Quality Score

Key Result Areas: ISAT scores

Improve hygiene of the process by creating a governance model

Key Result Areas: Training Efficiency-Quality and AHT/Productivity, Hygiene metrics

Manage Critical talent attrition and engagement

Key Result Areas: Attrition, Survey scores from team

Bottom quartile improvement

Key Result Areas: 75% of BQ bucket meeting target

PERSONAL SPECIFICATIONS
		ESSENTIAL	DESIRED
	Qualifications	• A graduate in any discipline • Customer Service Experience • Quality Experience	• Postgraduate
	Technical skills	• Quality Audit framework, sampling • Gage R&R • Intermediate business analysis skills • Proficient in MS Office (Excel, Word, PowerPoint) • 7 Basic Quality Tools • Lean Six sigma Green belt- certified	• Project Management Skills • Lean Six-Sigma Black Belt • COPC Certified on quality or HPMT • SQL
	Professional skills	• Excellent communication (Verbal & Written) • Proficient with key service delivery metrics – Contact center • Quality delivery expertise. Managed a training team of 10 or more QA’s • Stakeholder Management(Internal & External)	• Partner Management
	Previous role related experience	• Min. 10 years of overall work experience with at least 5 years of relevant experience • Quality delivery experience for voice process • People Manager	• 5-6 years within Ecommerce Industry • Domestic BPO Partner Management experience

Principal Accountabilities & Responsibilities
R	Responsible” The Doer” - The individual(s) who actually does the job. The degree of responsibility is defined by the accountable person. Responsibilities can be shared.
A	Accountable “The Buck Stops Here” - The individual who is ultimately accountable - their neck is on the line if the job isn’t done! They have the power of veto. Only one ‘A’ can be assigned to an activity or decision. They can delegate the ‘R’ (or choose to do them)
C	Consulted “In the Loop” - The individual(s) who need to be consulted prior to a final decision or action being taken. This is TWO-WAY communication. Consulted may not have a direct part in the task but is impacted by its completion. Their input may be necessary.
I	Informed “Keep in the Picture” - The individual(s) who need to be informed after a decision or action is taken. This is ONE-WAY communication. Input from the informed party is not necessary - but they will need to know. They may be required to take action as a result of the outcome.

*Key Tasks and Deliverables (But Not Limited To)*
Training Deliver
A	Quality Audit sampling and target for inhouse and partner
A	Quality score improvement, RCA and deepdive , Action plans
A	Interaction satisfaction score improvement RCA, Deepdive and action plans
A	CES RCA, Deep dive and action plans
A	Myntra Quality SOP compliance
A	Partner compliance and hygiene
R/A	Identify process gaps and close loop
A	Manage team performance and KRA
R/A	Build reports & Data cuts
R/A	Review partner performance and build corrective actions
R/A	Provide TNI and collaborate with training team on improvement of BQ
R/A	Dipchecks on process change, updates, new batches
R/A/C	Review Content for Error reductions & Performance improvement
R/A	Collect feedback regularly on team and processes from all stakeholders
Other Responsibilities
AR/A	SPOC –Stakeholder discussions, Escalations, Process improvement & Implementations
R/A	Raising proactive/Reactive flags on any breakages that might impact Customer experience/CC Volume
R/A	Call Listening activity to identify process gaps and area of opportunities and build/execute action plans

Senior Manager - CC - Quality