Head Service Assurance

6 days ago

Noida, India Tata Play Fiber Full time

Hello, We are looking for people with passion, curiosity & conviction, people who are eager to break away from conventional roles and do 'jobs never done before'. More About us - https://www.tataplayfiber.com/ What you’ll be doing: To monitor and improve quality across various customer operations processes and customer touch points by means of regular and structured audit mechanism. Key Skillset: - Strong Customer Focus - Analytical & Critical Thinking - Team player & ability to work in challenging work environment - Data Mining and Analytics Attention to details What you’ll bring to the team: - Develop and enforce service quality standards and Key Performance Indicators (KPIs). - Monitor network performance and customer service metrics. - Identify improvement areas and implement corrective measures. - Lead a team of service assurance specialists in resolving customer issues promptly. - Ensure timely resolution of technical and service-related problems. - Establish escalation procedures for complex issues. - Collaborate with network engineering teams to uphold network integrity. - Develop and execute maintenance plans to minimize service disruptions. - Proactively identify and address potential network issues before they impact customers. - Recruit, train, and cultivate a high-performing service assurance team. - Provide guidance, coaching, and feedback to team members. Foster a culture of continuous improvement and excellence. - Monitor customer feedback to gauge satisfaction levels. - Implement initiatives to enhance overall customer experience. - Address customer complaints with a focus on resolution and retention. - Ensure compliance with industry regulations and standards. - Prepare regular reports on service quality, issue resolution, and network performance for senior management review. What all qualifications do we expect: - Education requirements: Bachelor’s Degree/master's degree preferable - Experience:10-18 years of Experience in functional domain preferably in the telecommunications industry. Join us as: - Grade – M3 - Where at – Noida - Reporting To - Head - Customer Service - Your Function – Customer Service - Team Size – 4 permanent employees + off-roll - Hussle Period – Minimum 8 productive hours a day and 5 days a week - Job Type – Permanent What policy, compliance we follow: - Safeguard the organization’s processes and policies. - Strict adherence to SOP and the defined processes - Encourage consistent and continuous compliance is followed by all employees and vendors with safety and regulatory requirements, standards, and protocols. - Confirm your actions are compliant as per Information Security Policy.

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