Agm - Quality Assurance

5 days ago

Mumbai, India Vodafone Idea Full time

Job Req ID: 36881- Location: Mumbai, IN- Function: Other- About:

- **Job Purpose**:
The position is responsible for execution of the Quality strategy for all the Circles & Outbound Call Centre & Credit & Collection Service Partner by ensuring the following:

- Deployment of Quality Measurement Systems for Outbound Call centre & Credit & Collection
- 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 Outbound Call centre & Credit & Collection channels
- Execution of process audits across all campaigns i.e Marketing, Sales & Customer Service

**Key Result Areas/Accountabilities**
- **Customer Experience** - To ensure Out-calling process is adhered as per set guidelines i.e right customer is called for right campaign.
- **Standardise** - Customer experience at Outbound and Collection calling channels through uniformly calibrated advisors
- **VOC & Customer insights** - Able to share customer pain areas through VOCs and internal areas of improvement through External Audits
- **Continuous improvement** - Reduce cost and identify opportunities of making Outbound as profit centre

**Partner Engagement** - Partner Management - Ensure effective delivery of KPI/s by partner as per the service contract.Ensure effective engagement with the Partner (eg. calibrations, dip checks, agent categorization) Ensure effective transition deployment of new Service Partners with the VodafoneIdea QMS

**Core Competencies, Knowledge, Experience**
- **Experience** - 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.

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