AGM | Service Operations | Quality lead |CBO| at Pune

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.

Role Back Office – Quality Lead - at Pune location

Job Level/ Designation M2

Function / Department Customer Service – Corporate/Service Partner Operations

Job Purpose Position will be responsible for managing quality ops through outsourced partner as a part of Service Partner operations .

Responsibilities to own and deliver the defined KPIs and Enriched Customer Experience across LOB’s – through strategic planning, audits and governance, collaborative and robust engagement with partners, circles and peers. Drive customer delight by ensuring the quality parameters and governance.

Key Result Areas/Accountabilities a) Manage and deliver quality scores through identifying the people/process/system oppurtunities.

b) Co-ordinate with cross functional teams on identified gaps/opportunities.

c) Heath check through audits, identify process gaps and fix.

d) Governance with internal teams, circles and partners to deliver key targeted customer experience outcomes delivered by the process

e) Cost Planning – Plan, Budget and track cost for Ops and ensuring budgets are met through both rigorous operations planning & forecasting as well as regular cost review processes.

f) People Management – Stakeholder Management on account of driving qualitative KPI’s. Strong Partner & Circle Management and Corporate interface

g) Ensure Sustenance and Improvement and explore opportunities for automation & Digitization

Core Competencies, Knowledge, Experience 1. Customer service delivery/ process and transaction audits.
• People Management skills – communication, inter-personal skills, collaboration, coaching and motivation as well as the ability to mediate/influence/direct key outcomes in the interests of the customer and business.
• Strong analytical and data skills – Interpreting the data and identify opportunities to enhance customer experience, listen VoC’s and convert them into actionables.
• Planning and organizing skills
• Deep and continuously refreshed understanding of customer experience processes – across the gamut of operations, systems, training and quality

Must have technical / professional qualifications a) Graduate/Post Graduate/ MBA with a min 7-10 years of experience in various customer service roles with expertise in quality management , audits and governance.

b) Exposure to reporting and analytics tools

Vodafone Idea Limited (formerly Idea Cellular Limited)

An Aditya Birla Group & Vodafone partnership