Agm - Quality Assurance

Job Req ID: 44758- Location: Ahmedabad, 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.

We're proud to be an equal opportunity employer. At VIL, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected and empowered to reach their potential and contribute their best.

VIL's goal is to build and maintain a workforce that is diverse in experience and background but uniform in reflecting our Values of Passion, Boldness, Trust, Speed and Digital. Consequently, our recruiting efforts are directed towards attracting and retaining best and brightest talents. Our endeavour is to be First Choice for prospective employees.

VIL is an equal opportunity employer committed to diversifying its workforce.

**Role**

Quality Projects Process Factory - Team Member

**Function/Department**

Customer Service - Corporate

**Location**

Ahmedabad

**No of Position**

1

**Job Purpose**
- This role has responsibility to work on quality projects across service functions to improve overall efficiency and customer experience.
- Key areas are defect reductions, Service improvements projects, and enhance customer Experience.
- Drive large scale projects on systems and processes.

**Key Result Areas/Accountabilities**

**Key Deliverables**:

- Project Management and Execution
- Drive and own Customer Experience - Analytics, Insighting, Feedback
- Collaborate with cross-functional teams & partner teams for identification of projects, feasibility analysis, business case creation and program management
- Track continuous improvement action plans to closure
- Leadership engagement through regular updates and reviews
- Project delivery and cost benefit along with time adherence
- Continuous identification of opportunities to Automate & Digitize

**Core Competencies, Knowledge, Experience**
- Knowledge and Subject Matter Expertise around VIL processes, and systems
- Ability to lead, influence, create and work within cross-functional team environments
- Comfortable with matrix work environments and a demonstrated experience of managing service partnerships.
- Technical skills: knowledge of Lean Six Sigma tools

**Must have technical / professional qualifications**
- Post Graduate or MBA with a min 7-9 years of 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