Head Service Assurance

12 hours ago

Noida, Uttar Pradesh, India -8f54-414f-ade7-d95de73f43ca Full time ₹ 12,00,000 - ₹ 24,00,000 per year

Job Information

Department Name

Customer Service

Date Opened

11/19/2025

Industry

Telecommunications

Job Type

Full time

Work Experience

15+ years

City

Noida

State/Province

Uttar Pradesh

Country

India

Zip/Postal Code

201301

Job Description

What you'll be doing:

To monitor and improve quality across various customer operations processes and customer touch points by means of regular and structured audit mechanism.

Key Skillset:

  • Strong Customer Focus
  • Analytical & Critical Thinking
  • Team player & ability to work in challenging work environment
  • Data Mining and Analytics Attention to details

What you'll bring to the team:

  • Develop and enforce service quality standards and Key Performance Indicators (KPIs).
  • Monitor network performance and customer service metrics.
  • Identify improvement areas and implement corrective measures.
  • Lead a team of service assurance specialists in resolving customer issues promptly.
  • Ensure timely resolution of technical and service-related problems.
  • Establish escalation procedures for complex issues.
  • Collaborate with network engineering teams to uphold network integrity.
  • Develop and execute maintenance plans to minimize service disruptions.
  • Proactively identify and address potential network issues before they impact customers.
  • Recruit, train, and cultivate a high-performing service assurance team.
  • Provide guidance, coaching, and feedback to team members. Foster a culture of continuous improvement and excellence.
  • Monitor customer feedback to gauge satisfaction levels.
  • Implement initiatives to enhance overall customer experience.
  • Address customer complaints with a focus on resolution and retention.
  • Ensure compliance with industry regulations and standards.
  • Prepare regular reports on service quality, issue resolution, and network performance for senior management review.

Requirements

What all qualifications do we expect:

  • Education requirements: Bachelor's Degree/master's degree preferable
  • Experience:10-18 years of Experience in functional domain preferably in the telecommunications industry.

Join us as:

  • Grade – M3
  • Where at – Noida
  • Reporting To - Head - Customer Service
  • Your Function – Customer Service
  • Team Size – 4 permanent employees + off-roll
  • Hussle Period – Minimum 8 productive hours a day and 5 days a week
  • Job Type – Permanent

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