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Role
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Retail Quality, Customer Service
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Job Level/ Designation
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M2
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Function / Department
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Customer Service – Corporate/Service Partner Operations
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Location
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Mumbai
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Job Purpose
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- Conduct Independent store retail audits – Understanding the level of customer experience through monitoring the quality of service at the exact moment in which it is delivered.
- Studies & Projects – Identify the insights from CC analytics, other sources that generate customer contacts, conduct RCAs and drive change in process, products and communication
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Key Result Areas/Accountabilities
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- Ensure that the Retail Ops & EQ team are aligned with the agreed checklist and scenarios
- Do random dip check of audits
- Share Training need analysis bases EQ findings
- QMS for Retail audits
- Cross linkage of Retail EQ Scores with TNPS scores and highlight deviations
- Manage & guide partner on key escalations & RCA
- Conduct internal governance review with EQ partner
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Core Competencies, Knowledge, Experience
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- In-depth Knowledge about VIL systems and processes
- Exposure Telecom domain knowledge
- Familiarity with latest digital technologies
- Excellent communication, influencing skills
- Knowledge about channels of interaction (touch points) & communication
- Stakeholder Engagement
- SOP & SOG designing, standardization & governance
- Executive presentation skills
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Must have technical / professional qualifications
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- Graduate with 5-7 years of telecom experience
- Good Analytical Skills
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