Head of Quality Assurance
Found in: Appcast Linkedin IN C2 - 3 weeks ago
JD - GM Quality Manager
Location - Navi Mumbai (Reliance Corporate Park)
Experience - 10+ Years
Educational Qualification - BE/BTech or MBA
Identifies and escalates risks and quality issues in order to resolve them as efficiently as possible. • Conducts regular Voice of Customer sessions to ensure an understanding of quality standards and requirements.
• Meets with the Operational Management team regularly in order to provide feedback on quality performance, trends and focus areas.
• Manages delivery of customer experience program by analyzing data in order to identify key priorities and aligns the quality program and coaching activities to assess and develop identified areas.
• Conducts regular calibration sessions to ensure the validity and reliability of results.
• Conducts regular audits to ensure validity and reliability of results.
• Ensures disputes and complaints are effectively managed and tracked.
• Reports the highlighted Customer, Business and Compliance performance results to operations and the BPO’s.
• Provides recommendations on the action to be taken in order to improve performance across Customer, Business and Compliance metrics.
• Tracks progress made in the implementation of recommended actions.
• Develops and delivers reports to meet the requirements.
• Identifies, establishes and conducts reporting and analysis on interventions, using methodology in line with jio best practice and contractual requirements.
Please write to shalin.thakkar@ril.com for more details.
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