AGM – Quality Assurance

Role

TNPS LEAD – Network

Job Level/ Designation

Assistant General Manager

Function / Department

Customer Service – Quality Assurance | TNPS

Location

Mumbai

Job Purpose

Build & maintain TNPS culture:

1. Manage & deliver the Quality vision of the organization
2. Establish TNPS culture and DNA

Drive and own Customer Experience :

1. Drive service excellence through TNPS compliance and reporting
2. Ensure robust TNPS Analytics & Insighting through pervasive use of quality tools & techniques.

Key Result Areas/Accountabilities

Best of Basics – 

1. Journey Identification – identify journey mapping basis
   1. TNPS
   2. VOC (erosion of CX)
       

Analysis & Insighting

1. Deep dive and RCA (root cause analysis)
2. Qualitative insightings

1. Defect disposition (missed opportunity wise)
2. Mapping the gap around "Service Failures"
3. Identifying areas of improvement.

Continuous Improvement (projects / programs)

1. Customer pain mitigation projects @ VOC (TNPS)
2. Special Projects – as per business requirement

Performance Management :

Improve & maintain performance across touch point. (LTR/FTF/ASAT).
 

Core Competencies, Knowledge, Experience

1. Knowledge and Subject Matter Expertise around VI processes, and systems
2. Ability to lead, influence, create and work within cross-functional team environments
3. Operational experience with all phases of telecom customer life cycle like call centre, back office, retention and Quality
4. 8+ years of work experience
5. 100% Customer Centric.
6. Confident to interact with any level in the organization to drive customer agenda.
7. Excellent Presentation skills

Technical Qualifications

Technical Skills-

1. Knowledge of Microsoft windows 10
2. Proficient in Microsoft Office (Excel, PowerPoint, MS Access)
3. Presentation skills
4. Knowledge of SAS, SQL Developer/ SQL DB and Netezza is advantage.
5. Technical skills: knowledge of Lean, Six Sigma tools, Customer centric (Internal / External customers) is an advantage.