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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 We re proud to be an equal opportunity employer At VIL we know that diversity makes us stronger We are committed to a collaborative inclusive environment that encourages authenticity and fosters a sense of belonging We strive for everyone to feel valued connected and empowered to reach their potential and contribute their best VIL s goal is to build and maintain a workforce that is diverse in experience and background but uniform in reflecting our Values of Passion Boldness Trust Speed and Digital Consequently our recruiting efforts are directed towards attracting and retaining best and brightest talents Our endeavour is to be First Choice for prospective employees VIL ensures equal employment opportunity without discrimination or harassment based on race colour religion creed age sex sex stereotype gender gender identity or expression sexual orientation national origin citizenship disability marital and civil partnership union status pregnancy veteran or military service status genetic information or any other characteristic protected by law VIL is an equal opportunity employer committed to diversifying its workforce Role Customer Insights - Audits TNPS Job Level Designation Assistant General Manager Function Department Customer Service - Corp Quality Assurance Location Mumbai Job Purpose Build maintain Audits TNPS culture Manage deliver the Quality vision of the organization Establish Quality TNPS culture and DNA Drive and own Customer Experience Drive service excellence through Audits TNPS compliance and reporting Ensure robust Audits TNPS Analytics Insighting through pervasive use of quality tools techniques Planning engaging governing Stakeholders - Audit TNPS Partner Touch point Quality teams Circle for delivery of best customer experience Calibration with Partner Circle Cluster Drive EQ-IQ variance within control limits Key Areas Accountabilities Best of Basics - Innovative Projects CX Studies Timebound CX Studies projects with clear objective and scoping to improve CX reduce effort and go digital Conceptualize and design enhancement CX Studies participate in projects lead by self others to improve customer experience Work with Cross functional teams to understand customer journeys and pain points that need mitigation Work with Vendors and IT for successful development and deployment build automations - raise business requirement specifications Quantitative TNPS Audits Dasboards trackers Reviews Work Resource Mgmt Performance management and review with HOD FH Quality interlocks presentation decks dashboards Analysis Insighting Deep dive and RCA root cause analysis Qualitative insights Defect disposition missed opportunity wise Mapping the gap around Service Failures Identifying areas of improvement Continuous Improvement projects programs Customer pain mitigation projects VOC TNPS Transactional Audits Special Projects - as per business requirement Performance Management Improve maintain performance across touch point 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 Digital 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 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