Quality Assurance Lead

4 hours ago

Noida, India Tata Play Fiber Full time

HiTata Play Fiber is hiring for Quality Assurance LeadLocation : NoidaSkill : Quality Assurance LeadExp : 10 to 15 years exp in Quality Assurance LeadEducation : Any GraduateCommunication : Excellent communicationReporting To – Head - Customer ServiceYour Function – Customer ServiceTeam Size – 2 permanent employees + 10 Outsourced Call Centre Team Hussle Period – Minimum 8 productive hours a day and 5 days a weekIndustry Exp : Preferably in telecommunicationsJob 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 qualityInterested please contact at RegardsSabita Roy

  • Quality Assurance Lead

    1 day ago

    Noida, India Tata Play Fiber Full time

    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...

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    4 hours ago

    Noida, India Tata Play Fiber Full time

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    1 day ago

    Noida, India Tata Play Fiber Full time

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    6 hours ago

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