AGM – Quality Assurance (Transaction Quality – IBCC)

Job Purpose : The position is responsible for execution of the Quality strategy at Partner Locations across Pan India by ensuring the following :

1. Deployment of Quality Measurement Systems for Prepaid  Call Centre
2. Execute governance model to ensure compliance to set quality processes
3. Setting & Measuring the Standards through Benchmarking & Best Practices

Implement changes to different processes and systems across functions based on inputs received from External Audits

Key Result Areas :

1. Implement and drive Governance & Controls of  VodafoneIdea Quality Management System at  Prepaid  CC
2. Through External Audits identify gaps and work towards improvement of service experience  at various stages of customer Life Cycle
3. Collaborate  with Cross Function Team for deployment of  changes & timely closure of action plans
4. Improve Prepaid  Touchpoint based NPS scores by continuously working on process improving opportunities & projects
5. Timely reporting of performance vs the target  through dashboards

Core Competencies

1. Experience – around 10 years’ experience of Customer Service
   Preferred domain – Telecom, Banking, Airlines, Insurance etc
2. Technical skills – Six Sigma certified, Exposed to quality tools & statistical tools
3. Professional skills – Analytical & statistical skills, Hands on experience in Call Center Operation, Partner Mgmt & CFT Stake holder Mgmt

KPI

a) Drive operationalization excellence of TNPS across all SP locations
(b) Share elements influencing and impacting customer experience. First time fix, Reduce need to call etc
(c) Deploy governance model and robust trackers on key TNPS findings and drive actions with Service Partners

(d) Identify key focus areas through reviews & timely closure of action points