AGM – Quality Assurance (Tech Support – TNPS)

About: 

Vodafone Idea Limited is an Aditya Birla Group and Vodafone Group partnership. It is India’s leading telecom service provider. The Company provides pan India Voice and Data services across 2G, 3G and 4G platform. With the large spectrum portfolio to support the growing demand for data and voice, the company is committed to deliver delightful customer experiences and contribute towards creating a truly ‘Digital India’ by enabling millions of citizens to connect and build a better tomorrow. The Company is developing infrastructure to introduce newer and smarter technologies, making both retail and enterprise customers future ready with innovative offerings, conveniently accessible through an ecosystem of digital channels as well as extensive on-ground presence. The Company is listed on National Stock Exchange (NSE) and Bombay Stock Exchange (BSE) in India.

Job Purpose:

 

Support & drive culture of TNPS DNA- (Touch point Net Promoter Score)

1. Manage the Quality Assurance Vision for the Organisation.
2. Drive Improvement initiatives – Defect reduction vide removal of manual interventions by automating reports.
3. Value Stream Mapping and removal of Non Value Adding activities.
    

Drive and own Customer Experience :

1. Ensure robust TNPS Analytics & In sighting through pervasive use of TNPS survey framework, Reporting tools & Techniques.
2. Define and design areas of VIHB application improvement and track action plans to closure. (Vodafone Idea Heartbeat web application).

Key Result Areas/Accountabilities

1. Manage TNPS platform for change management, operational support, availability of reports & dashboards from report extraction tools.
2. TNPS partner cost management.
3. Bring Operational Efficiencies and Cost Optimization through automation and innovation.
4. Manage Survey/Response Platforms
   1. TNPS Survey & Response architecture
   2. VIHB report extraction tool
5. Partner Management
   1. Managing, Monitoring an reviewing business operations
   2. Driving partner to deliver as per business requirement.
6. Interface with TECH teams to understand /identify the problem statement and bottle neck
   1. Conduct TNPS change related UATs – oversee & govern change as per solution design document.
   2. Deploy TNPS related changes in production environment.
7. Share the CAPA results via Dashboard.
8. Coordination with various surrounding system including Infra team, OEMs and other partners in production Environment in case of any application issue and support required for delivery of services.

Core Competencies, Knowledge, Experience:

1. 8 + years of work experience with min 3 years’ of experience working as a UAT analyst or any similar role.
2. Managing change effectively.
3. Analytical Thinking
4. Able to quickly build rapport and establish strong working relationships with a range of business stakeholders at all levels.
5. Resilient and remains calm under pressure.
6. Experience of managing service partnerships
7. Customer centric (Internal / External customers)
8. Skilled at testing process and methodologies.
9. Knowledge and technical subject matter expertise around Customer Survey Applications.

Must have technical / professional qualifications:

 

Technical Skills-

1. Knowledge of SAS, SQL Developer/ SQL DB and Netezza.
2. Knowledge of Microsoft windows 10
3. Proficient in Microsoft Office (Excel, PowerPoint, MS Access)
4. Basic knowledge of Software development Life Cycle (SDLC).

Preferably PMP certified.

 

 

 

 

 

 

Vodafone Idea Limited (formerly Idea Cellular Limited)
An Aditya Birla Group & Vodafone partnership