AGM – Quality Assurance (Transaction Quality – IBCC) Job Vacancy in Vodafone Idea Mumbai, Maharashtra – Latest Jobs in Mumbai, Maharashtra

Are you looking for a New Job or Looking for better opportunities?
We got a New Job Opening for

Full Details :
Company Name :
Vodafone Idea
Location : Mumbai, Maharashtra
Position : AGM – Quality Assurance (Transaction Quality – IBCC)

Job Description : Job Req ID: 25602
Mumbai, IN
Function: Other
Job Purpose : The position is responsible for execution of the Quality strategy at Partner Locations across Pan India by ensuring the following :
Deployment of Quality Measurement Systems for Prepaid Call Centre
Execute governance model to ensure compliance to set quality processes
Setting & Measuring the Standards through Benchmarking & Best Practices

Implement changes to different processes and systems across functions based on inputs received from External Audits
Key Result Areas :
Implement and drive Governance & Controls of VodafoneIdea Quality Management System at Prepaid CC
Through External Audits identify gaps and work towards improvement of service experience at various stages of customer Life Cycle
Collaborate with Cross Function Team for deployment of changes & timely closure of action plans
Improve Prepaid Touchpoint based NPS scores by continuously working on process improving opportunities & projects
Timely reporting of performance vs the target through dashboards

Core Competencies
Experience – around 10 years’ experience of Customer Service
Preferred domain – Telecom, Banking, Airlines, Insurance etc
Technical skills – Six Sigma certified, Exposed to quality tools & statistical tools
Professional skills – Analytical & statistical skills, Hands on experience in Call Center Operation, Partner Mgmt & CFT Stake holder Mgmt

a) Drive operationalization excellence of TNPS across all SP locations
(b) Share elements influencing and impacting customer experience. First time fix, Reduce need to call etc
(c) Deploy governance model and robust trackers on key TNPS findings and drive actions with Service Partners
(d) Identify key focus areas through reviews & timely closure of action points

This post is listed Under  Mumbai jobs

Disclaimer : works to publish latest job info only and is no where responsible for any errors. Users must Research on their own before joining any company