Quality Assurance Lead
2 hours ago
Hi
Tata Play Fiber is hiring for Quality Assurance Lead
Location : Noida
Skill : Quality Assurance Lead
Exp : 10 to 15 years exp in Quality Assurance Lead
Education : Any Graduate
Communication : Excellent communication
Reporting To – Head - Customer Service
Your Function – Customer Service
Team Size – 2 permanent employees + 10 Outsourced Call Centre Team Hussle Period – Minimum 8 productive hours a day and 5 days a week
Industry Exp : Preferably in telecommunications
Job description
- Conduct audits on the customer onboarding process, focusing on document compliance, Digital Verification (DV) process accuracy, Customer Acquisition Form (CAF) warehousing, and contract versus billing reconciliation.
- Perform call centre process audits covering call quality compliance, tagging accuracy, training process efficacy, and infrastructure integrity, alongside contract versus billing reconciliation.
- Audit complaint and escalation management processes, ensuring workflow routing correctness, Service Level Agreement (SLA), and escalation matrix configuration accuracy.
- Conduct Interactive Voice Response (IVR) audits to assess connectivity and workflow efficiency. Audit self-help channels for connectivity, uptime, and routing accuracy of customer inputs.
- Share workflow development inputs based on audit findings.
- Analyze customer voice data and correlate with audit findings to determine performance metrics. Drive Net Promoter Score (NPS) improvement initiatives for the organization.
- Conduct periodic audits of critical reports to ensure timely availability and accuracy.
- Manage end-to-end training for new call centre agents and monitor their performance quality
Interested please contact at 9007377402
Regards
Sabita Roy
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