Agm - Quality Assurance

4 days ago


Mumbai, India Vodafone Idea Full time

Job Req ID: 32133- Location: Mumbai, IN- Function: Other- About:

- **Job Purpose**:
The position is responsible for execution of the Quality strategy for Back office & Digital Service Partner by ensuring the following:

- Deployment of Quality Measurement Systems for BO & Digital channels
- Continuously Improve quality of resolution and reducing TAT
- Implement changes to different processes and systems across functions based on inputs received from customer insights from Back Office & Digital service channels

**Key Accountabilities / Key Result Areas**
- **Customer Experience **- Partner and collaborate with stakeholders in order to meet business and customer expectations for quality resolution
- **Standardise -** Customer experience at Back Office and Digital channels through uniformly calibrated advisors
- **VOC & Customer insights - **Be a Change Manager and share customer pain areas through VOCs and internal areas of improvement through External Quality & Service Recovery Desk Audits
- **Continuous improvement - **Take projects that would lead to process efficiency and automation of system changes
- **Measurement Criteria - **Build Back Office audit eco system that will track end to end view of customer experience regarding service requests and interactions

**Key Performance Indicators**
- Implement of QMS & Audit sheet across all Partners
- Drive Customer Exp. by taking by monthly studies impacting critical to Business KPIs
- Deployment of External audit for all three channels as per the defined timelines
- Drive Touch Point NPS at all sites and meet the set target
- Reduce Complaints and improve TATs
- Timely closure of action points identified through insights & projects

**Core Competencies, Knowledge, Experience, Technical / Professional Qualifications**
- **Experience** - 10 + years’ experience of entire customer life cycle management.

Preferred domain**:

- **Telecom, banking, social media set ups, ecommerce
- **Technical skills** - Six Sigma certified. Exposed to Quality Tools & Statistical Tools


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