Head of Regulatory Services

5 days ago

Noida, India Tata Play Fiber Full time

To monitor and improve quality across various customer operations processes and customer touch points by means of regular and structured audit mechanism. Data Mining and Analytics Attention to details Develop and enforce service quality standards and Key Performance Indicators (KPIs). Monitor network performance and customer service metrics. Lead a team of service assurance specialists in resolving customer issues promptly. Ensure timely resolution of technical and service-related problems. 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. Implement initiatives to enhance overall customer experience. Address customer complaints with a focus on resolution and retention. Prepare regular reports on service quality, issue resolution, and network performance for senior management review. Bachelor’s Degree/master's degree preferable Experience:10-18 years of Experience in functional domain preferably in the telecommunications industry. 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. 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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