Agm-process Audit

Job Req ID: 35441- 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.

**Role**

Process Audit & Customer Experience - TM

**Job Level/ Designation
M2

**Function / Department**

Customer Service

**Location**

Mumbai

**Job Purpose**

To ensure all service processes and policies are implemented in line with defined corporate guidelines by conducting regular audits finding gaps and taking corrective steps

To drive customer insights/experience (TNPS) across channels for business process improvements / process corrections, including sharing of key VOC with corporate stakeholders.

**Key Result Areas/Accountabilities**
- Conduct End to End process audits on standard checklist & samples shared including impact quantification of each non-conformity for business / organization / LoB.
- Track repeat non-conformities and support in identifying root cause.
- Driving TNPS at circle to ensure mínimal detractors
- Share critical VOC on new Products / Processes / NPS survey
- Help circle NPS council with action planning and execution
- Liaison with corporate stakeholders for any clarification / support required at circle

Note: Different systems & different process steps across both brands needs to be considered

**Core Competencies, Knowledge, Experience**
- Core Competencies:

Analytical and critical thinking
- Data mining and analytics
- Knowledge
All CS Business processes (SOP)
- All business System (CRM, Billing system etc)
- CnC business processes (SOP)
- SQL / RDBMS will be preferred
- Experience
1+ years of total work experience.
- Technical / Professional Qualification
Bachelor’s degree
- Sound Knowledge of MS Office

**Must have technical / professional qualifications**
- Post Graduate or MBA with a min 5-7+ years in telecom having experience in customer service role
- Green Belt / Black Belt certified is preferable

**Role**
- Job Code
- Process Audit & Customer Experience - TM

**Job Level/ Designation
M2

**Function / Department**

Customer Service

**Location**

Mumbai

**Job Purpose**

To ensure all service processes and policies are implemented in line with defined corporate guidelines by conducting regular audits finding gaps and taking corrective steps

To drive customer insights/experience (TNPS) across channels for business process improvements / process corrections, including sharing of key VOC with corporate stakeholders.

**Key Result Areas/Accountabilities**
- Conduct End to End process audits on standard checklist & samples shared including impact quantification of each non-conformity for business / organization / LoB.
- Track repeat non-conformities and support in identifying root cause.
- Driving TNPS at circle to ensure mínimal detractors
- Share critical VOC on new Products / Processes / NPS survey
- Help circle NPS council with action planning and execution
- Liaison with corporate stakeholders for any clarification / support required at circle

Note: Different systems & different process steps across both brands needs to be considered

**Core Competencies, Knowledge, Experience**
- Core Competencies:

Analytical and critical thinking
- Data mining and analytics
- Knowledge
All CS Business processes (SOP)
- All business System (CRM, Billing system etc)
- CnC business processes (SOP)
- SQL / RDBMS will be preferred
- Experience
1+ years of total work experience.
- Technical / Professional Qualification
Bachelor’s degree
- Sound Knowledge of MS Office

**Must have technical / professional qualifications**
- Post Graduate or MBA with a min 5-7+ years in telecom having experience in customer service role
- Green Belt / Black Belt certified is preferable

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