Agm - Process Audit &customer Experience

Job Req ID: 45307- Location: New Delhi, 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**

Customer Experience Lead

**Job Level/ Designation**

M2/AGM

**Function / Department**

CS/ Service Excellence

**Location**

Delhi

**Job Purpose**

To drive Customer Experience through frontline channels. Identifying areas of improvement at all touchpoints, recommending solutions & implementing actions at the cluster.

**Key Result Areas/ Accountabilities**
- Drive **TNPS** through corrections at process, system & people level.
- Planning, engaging with Corporate counterparts & partners for delivery of best in customer experience programs
- Work with CFT to understand customer journeys and pain points
- Call Listening Experience
- Monthly Business Review with all the partners. Publish Monthly MBR MOM with actionables and follow up for closure
- **NIPUN**: Drive the customer experience by identifying breakpoints, recommending solutions and implementing actions at cluster
- Analysis on VOC/ VOA at all touchpoints and working on Process and People opportunities with respective Corp Quality SPOC and Training SPOC
- SRD analysis & identifying areas of improvement (3PSN), necessary broad basing and close looping
- Reduce CEI & RCEI across all assisted channels & identifying digital opportunities - Automation / removal of manual activities
- Customer Experience mapping & benchmarking with competition & cross industries for process improvement.
- TNPS, Nipun & its performance quantification ranking on Vi Excellence & Leaderboard
- Regular Interlock with CC Ops, Cluster network & Retail team based on TNPS outcome
- Transactional Quality Improvement with the help of Effective Operations Management - EQ ( All Touchpoints) : Customer Experience scores for all channels should be > 85%, Tagging compliance > 95%

**Core Competencies, Knowledge, Experience**
- Strong knowledge of System & Processes
- Good Analytical skills
- Excellent presentation skills
- Ability to work across teams

**Must have technical / professional qualifications**

Graduate/ Preferred MBA woth 5-7 years of Telecom experience in Customer service role

Basic Knowledge of Excel and Access

**Key Performance Indicators**

TNPS Scores

Nipun CEI/RCEI & Digital Hits

EQ Scores

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