Agm - Quality Assurance

2 months ago


Mumbai, India Vodafone Idea Full time

Job Req ID: 41975- 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.

Job Purpose:
The position is responsible for execution of the Quality strategy for all the Circles & Post-paid & Service Plus Inbound Service Partner across the entire Customer Life Cycle by ensuring the following
- Deployment of Quality Measurement Systems for Post-paid Inbound Call Centre
- Setting & Measuring the Standards through Benchmarking & Best Practices
- Implement changes to different processes and systems across functions based on inputs received from customer insights from Inbound Service channels

**Key Accountabilities / Key Result Areas**
- **Customer Experience**:

- To improve Post-paid Customer Experience by identifying and improving the customer requirements across Inbound Post-paid campaigns
- **VOC & Customer insights - **Able to drive Cross Function Insights from the External Audits & Prepaid Customer VOC around People, Process & Systems
- **Continuous improvement - **Reduce cost and improve Post-paid & Service Plus Touchpoint based NPS scores by continuously working on process improving opportunities & projects
- **Measurement Criteria - **Timely reporting of performance vs the target through dashboards
- **Partner Engagement - Partner Management **) Ensure effective transition deployment of new Service Partners with the VodafoneIdea QMS (eg. calibrations, dip checks, agent categorization

**Core Competencies, Knowledge, Experience**
- **Experience** -> 7-10 years’ experience of Customer service & Sales
- **Preferred domain** - Telecom, banking, hospitality, retail, airlines
- **Technical skills** - Six Sigma certified. Exposed to Quality Tools & Statistical Tools
- **Professional skills** - Analytical & statistical skills, Hands on experience in Up-sell & Retention & should have Collection calling background.

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


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