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Company Name : Vodafone Idea
Location : Mumbai, Maharashtra
Position : AGM – Quality Assurance
Job Description : Job Req ID: 20525
Location:
Mumbai, IN
Function: Other
About:
Role
Retail Quality, Customer Service
Job Level/ Designation
M2
Function / Department
Customer Service – Corporate/Service Partner Operations
Location
Mumbai
Job Purpose
Conduct Independent store retail audits – Understanding the level of customer experience through monitoring the quality of service at the exact moment in which it is delivered.
Studies & Projects – Identify the insights from CC analytics, other sources that generate customer contacts, conduct RCAs and drive change in process, products and communication
Key Result Areas/Accountabilities
Ensure that the Retail Ops & EQ team are aligned with the agreed checklist and scenarios
Do random dip check of audits
Share Training need analysis bases EQ findings
QMS for Retail audits
Cross linkage of Retail EQ Scores with TNPS scores and highlight deviations
Manage & guide partner on key escalations & RCA
Conduct internal governance review with EQ partner
Core Competencies, Knowledge, Experience
In-depth Knowledge about VIL systems and processes
Exposure Telecom domain knowledge
Familiarity with latest digital technologies
Excellent communication, influencing skills
Knowledge about channels of interaction (touch points) & communication
Stakeholder Engagement
SOP & SOG designing, standardization & governance
Executive presentation skills
Must have technical / professional qualifications
Graduate with 5-7 years of telecom experience
Good Analytical Skills
This post is listed Under Mumbai jobs
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