AGM – Quality Assurance

January 9, 2023

Job Overview

  • Date Posted
    January 9, 2023
  • Location
  • Expiration date
    --

Job Description

About: 


Job Purpose :

The position is responsible for execution of the Quality strategy for all the Circles & Outbound Call Centre & Credit & Collection Service Partner by ensuring the following :

 

  1. Deployment of Quality Measurement Systems for Outbound Call centre & Credit & Collection
  2. Setting & Measuring the Standards through Benchmarking & Best Practices
  3. Implement changes to different processes and systems across functions based on inputs received from customer insights from Outbound Call centre & Credit & Collection channels
  4. Execution of process audits across all campaigns i.e Marketing, Sales &  Customer Service

Key Result Areas/Accountabilities

  1. Customer Experience – To ensure Out-calling process is adhered as per set guidelines i.e right customer is called for right campaign.

 

  1. Standardise – Customer experience at Outbound and Collection calling  channels through uniformly calibrated advisors

 

  1. VOC & Customer insights – Able to share customer pain areas through VOCs and  internal areas of improvement through  External  Audits

 

  1. Continuous improvement  – Reduce cost and identify opportunities of making Outbound as profit centre

 

Partner Engagement – Partner Management – Ensure effective delivery of KPI/s by partner as per the service contract .Ensure effective engagement with the Partner (eg. calibrations, dip checks, agent categorization) Ensure effective transition deployment of new Service Partners with the VodafoneIdea QMS

 

Core Competencies, Knowledge, Experience 

  • Experience – 10 + years’ experience of Customer service & Sales 
  • Preferred domain – Telecom, banking, hospitality, retail, airlines
  • Technical skills – Six Sigma certified. Exposed to Quality Tools & Statistical Tools
  • Professional skills – Analytical & statistical skills, Hands on experience in Up-sell & Retention & should have Collection calling background.