Regional Quality Tracker

1.     Purpose

Responsible for proactive tracking of International/Trinity shipments. Also responsible for handling all escalation cases including late deliveries, claims, damaged shipments, lost shipments etc.

2.     Key Responsibilities

Drive proactive tracking of Intel/Trinity shipments for all customers drive timely deliveries to such customers

·       Ensure regular follow up for all the undelivered cases in the track and close them as per set rules and procedures·       Ensure clearance of held back cases within the stipulated timelines·       Ensure appropriate handling of all escalation cases forwarded from the contact center·       Ensure handling of all customer claim requests as per company policy and procedures·       Conduct regular monitoring of TAT, RTO, Delivery Strike Rate, Shield Cases etc.·       Track Net Service Levels (NSLs) to identify areas where customer satisfaction levels are not being met and initiate remedial actions, if required·       Plan for resource requirements for future growth and ensure availability of the same through discussions with the Management·       Facilitate the branch tracker for any tracking related issues.·       Coordinate and consult with HO Tracker for escalation or any special cases·       Provide guidance and support to employees to help them discharge their duties effectively·       Ensure Training and development of subordinates to develop the team’s capabilities and high performance culture

3.     Key Result Areas and Key Performance Indicators

S. No

Key Result Areas

Key Performance Indicators

1

Ensure Customer Satisfaction for DP

·   Ensure the net service levels are met as per targets

·   % Call back commitment being met

·   % undelivered shipments

·   Clearance of held back cases within TAT (number of deviations found)

2.

Ensure Effective Customer Complaint Handling in the region

% Adherence to defined TATs forComplaints resolutionClaims settlement

3.

Ensure Performance Driven Culture

·   Adherence to Performance Management system timelines and guidelines

4.

Ensure Ontime connection from First Mile

·     % First Mile connection achieved

5

Ensure successful pickups including Topay

·       % successful pickups including attempts