- Job Title: Quality & Complaint Resolution Executive
Job Summary
We are seeking a proactive and customer-focused Quality & Complaint Resolution Executive to monitor service/product quality, manage customer concerns, investigate complaints, and ensure timely resolution. The ideal candidate will act as the bridge between customers and internal teams, maintaining high customer satisfaction while supporting continuous quality improvement.
Key Responsibilities
- Monitor and track customer feedback, complaints, and quality-related issues.
- Contact customers to understand concerns, gather detailed information, and assess the root cause of complaints.
- Coordinate with internal teams to investigate and resolve customer issues effectively.
- Provide timely updates and communicate resolutions to customers in a professional and empathetic manner.
- Maintain accurate records of complaints, investigations, actions taken, and outcomes.
- Analyze complaint trends and identify recurring quality issues.
- Prepare periodic reports on customer complaints, resolution status, and quality metrics.
- Recommend corrective and preventive actions to improve customer experience and service quality.
- Ensure all customer interactions comply with company standards and service-level expectations.
- Follow up with customers after issue resolution to confirm satisfaction.
Required Skills & Qualifications
- Bachelor's degree in Business Administration, Customer Service, Quality Management, or a related field.
- 0-2 years of experience in customer service, quality assurance, complaint handling, or customer success.
- Excellent verbal and written communication skills.
- Strong problem-solving and conflict-resolution abilities.
- Ability to handle difficult customer situations with professionalism and empathy.
- Good analytical and reporting skills.
- Proficiency in CRM systems and Microsoft Office applications.
- Strong attention to detail and organizational skills.
Key Competencies
- Customer-centric mindset
- Active listening
- Quality awareness
Job Types: Full-time, Permanent
Pay: From ₹15,000.00 per month
Benefits:
Experience:
- Customer service: 1 year (Required)
Work Location: In person
