Qdigi | Centre Manager After Sales Service - Mumbai 52 Days Ago

About Qdigi

• Qdigi Services Ltd. is the after-sales service arm of Onsitego, one of Indias leading device care and
• Protection Company.
• We specialize in OEM-authorized repair, refurbishment, and lifecycle management for smartphones,
• tablets, laptops, and consumer electronics. Through our nationwide network of service centers and
• doorstep service capabilities, we help millions of customers receive fast, reliable, and high-quality
• support.
• At Qdigi, youll work in a technology-driven organization that partners with some of the worlds leading
• electronics brands, where innovation, customer experience, and operational excellence are at the heart
• of everything we do.
• For more info you can visit www.digicare.com

Role Overview

• The Center Manager will be responsible for the overall functioning, operational efficiency, service
• quality, and performance of the center. The role involves managing day-to-day operations, ensuring
• adherence to Samsung processes and TATs, driving KPI achievement, maintaining high customer
• satisfaction, and ensuring zero operational abnormalities.

Overall Center Operations

• Take complete ownership of the day-to-day functioning and overall performance of the center.
• Ensure smooth coordination between service engineers, technicians, front-office teams, and
• other stakeholders.
• Monitor manpower productivity, attendance, workload distribution, and operational discipline.
• Ensure that all Samsung processes, SOPs, guidelines, and compliance requirements are strictly
• followed.

Call Management & TAT Adherence

• Monitor service calls from registration to closure and ensure 100% adherence to the TAT
• defined by Samsung.
• Track pending, ageing, repeat, and escalated calls and take timely corrective action.
• Ensure proper allocation of calls to engineers based on workload, skill, and geographical
• coverage.
• Review daily call performance and drive the team to minimize pending calls and avoid TAT
• breaches.

KPI Achievement & Operational Efficiency

• Drive the team toward achievement of all defined operational and business KPIs.
• Identify operational gaps and implement measures to improve productivity, efficiency, and
• service performance.
• Conduct regular performance reviews and provide necessary guidance to team members.
• Analyse MIS and operational reports to identify trends, bottlenecks, and areas requiring
• improvement.
• Ensure optimum utilization of manpower and resources to improve overall center efficiency.

Material & Return Quality Management

• Ensure zero rejection of materials/spares returned or sent back to Samsung.
• Ensure materials are properly inspected, documented, packed, and processed as per Samsung
• guidelines before dispatch.
• Monitor material movement, reconciliation, and documentation to avoid discrepancies.
• Take corrective action in case of material mismatch, damage, shortage, or process deviation.

NPS & Customer Experience

• Drive achievement of NPS and Google Rating targets through consistent service quality and
• customer engagement.
• Monitor customer feedback, complaints, and escalations and ensure timely resolution.
• Identify recurring customer concerns and implement corrective measures to improve customer
• experience.
• Ensure the team follows professional communication and customer-handling practices.

Operational Compliance & Zero Abnormality

• Ensure zero abnormality in center operations by maintaining strict process adherence and
• regular monitoring.
• Conduct periodic checks/audits to identify process deviations, documentation gaps, safety
• concerns, or operational risks.