1)Complaints received to be actioned within stipulated TATs. 

2) Ensure quality resolution along with end to end resolution for customer complaints / grievance..

3) Ensure inputs provided from various channels on complaints cases are validated and correct feedback shared for each case with central CCM team.    

4)Validation of voice recordings – Voice recordings to be validated on any complaint involving abusive call / mis-commitment.    

5) All grievances against caller, fte, Agency to be shared with regional support teams for further investigations.

6) Ensure 100% adherence of call quality standards laid down for the unit.

7)Regularly highlight key complaint trend across locations to ensure correct actions are taken to address the same. and details.