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Company Name : Vodafone Idea
Location : Mumbai, Maharashtra
Position : AGM – Quality Assurance (Transaction Quality – IBCC)
Job Description : Job Req ID: 25602
Location:
Mumbai, IN
Function: Other
About:
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
KPI
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
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