Agm-quality

5 months ago


Mumbai, India Vodafone Idea Full time

Job Req ID: 41552- Location: Mumbai, IN- Function: Other- About:

- Vodafone Idea Limited is an Aditya Birla Group and Vodafone Group partnership. It is India’s leading telecom service provider. The Company provides pan India Voice and Data services across 2G, 3G and 4G platform. With the large spectrum portfolio to support the growing demand for data and voice, the company is committed to deliver delightful customer experiences and contribute towards creating a truly ‘Digital India’ by enabling millions of citizens to connect and build a better tomorrow. The Company is developing infrastructure to introduce newer and smarter technologies, making both retail and enterprise customers future ready with innovative offerings, conveniently accessible through an ecosystem of digital channels as well as extensive on-ground presence. The Company is listed on National Stock Exchange (NSE) and Bombay Stock Exchange (BSE) in India.

**Role**

Customer Insights - TNPS

**Job Level/ Designation
Assistant General Manager

**Function / Department**

Customer Service - Quality Assurance

**Location**

**Mumbai**

**Job Purpose**

**Build & maintain TNPS culture**:

- Manage & deliver the Quality vision of the organization
- Establish TNPS culture and DNA

**Drive and own Customer Experience**:

- Drive** service excellence** through TNPS compliance and reporting
- Ensure** **robust** TNPS Analytics & Insighting **through pervasive use of quality tools & techniques.

**Key Result Areas/Accountabilities**

**Best of Basics -**
- Journey Identification - identify journey mapping basis
TNPS
- VOC (erosion of CX)

**Analysis & Insighting**
- Deep dive and RCA (root cause analysis)
- Qualitative insightings
- Defect disposition (missed opportunity wise)
- Mapping the gap around "Service Failures"
- Identifying areas of improvement.

**Continuous Improvement (projects / programs)**
- Special Projects - as per business requirement

**Performance Management**:
Improve & maintain performance across touch point. (LTR/FTF/ASAT)

**Core Competencies, Knowledge, Experience**
- Knowledge and Subject Matter Expertise around VI processes, and systems
- Ability to lead, influence, create and work within cross-functional team environments
- Operational experience with all phases of telecom customer life cycle like call centre, back office, retention and Quality
- 7+ years of work experience
- 100% Customer centric.
- Confident to interact with any level in the organization to drive customer agenda.
- Excellent Presentation skills

**Technical Qualifications**

**Technical Skills-**
- Knowledge of Microsoft windows
- Proficient in Microsoft Office (Excel, PowerPoint, MS Access)
- Presentation skills
- Knowledge of SAS, SQL Developer/ SQL DB and Netezza is advantage.
- Technical skills: knowledge of Lean, Six Sigma tools, Customer centric (Internal / External customers) is an advantage.

**Vodafone Idea Limited** (formerly Idea Cellular Limited)
An Aditya Birla Group & Vodafone partnership


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