Quality Assurance Lead

2 hours ago

Noida, Uttar Pradesh, India Tata Play Ltd Full time ₹ 12,00,000 - ₹ 36,00,000 per year

Hi

Tata Play is hiring for
Quality Assurance Lead

Location : Noida

Skill :
Quality Assurance Lead

Exp : 10 to 15 years exp in
Quality Assurance Lead

Education : Any Graduate

Communication : Excellent communication

Reporting To – Head - Customer Service

Your Function – Customer Service

Team Size – 2 permanent employees + 10 Outsourced Call Center Team Hussle Period – Minimum 8 productive hours a day and 5 days a week

Industry Exp : Preferably in the telecommunications

Job description

  • Conduct audits on the customer onboarding process, focusing on document compliance, Digital Verification (DV) process accuracy, Customer Acquisition Form (CAF) warehousing, and contract versus billing reconciliation.
  • Perform call centre process audits covering call quality compliance, tagging accuracy, training process efficacy, and infrastructure integrity, alongside contract versus billing reconciliation.
  • Audit complaint and escalation management processes, ensuring workflow routing correctness, Service Level Agreement (SLA), and escalation matrix configuration accuracy.
  • Conduct Interactive Voice Response (IVR) audits to assess connectivity and workflow efficiency. Audit self-help channels for connectivity, uptime, and routing accuracy of customer inputs.
  • Share workflow development inputs based on audit findings.
  • Analyze customer voice data and correlate with audit findings to determine performance metrics. Drive Net Promoter Score (NPS) improvement initiatives for the organization.
  • Conduct periodic audits of critical reports to ensure timely availability and accuracy.
  • Manage end-to-end training for new call centre agents and monitor their performance quality

Interested
please contact at

Regards

Sabita Roy

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