Lead Quality Assurance based at Noida

Job Description:

To monitor and improve quality across various customer operations processes and customer touch points by means of regular and structured audit mechanism.

What you’ll bring to the team:

• Conduct audits on the customer onboarding process, focusing on document compliance, Digital Verification (DV) process accuracy, Customer Acquisition Form (CAF) warehousing, and contract versus billing reconciliation.
• Perform call centre process audits covering call quality compliance, tagging accuracy, training process efficacy, and infrastructure integrity, alongside contract versus billing reconciliation.
• Audit complaint and escalation management processes, ensuring workflow routing correctness, Service Level Agreement (SLA), and escalation matrix configuration accuracy.
• Conduct Interactive Voice Response (IVR) audits to assess connectivity and workflow efficiency.
• Audit self-help channels for connectivity, uptime, and routing accuracy of customer inputs.
• Share workflow development inputs based on audit findings.
• Analyze customer voice data and correlate with audit findings to determine performance metrics.
• Drive Net Promoter Score (NPS) improvement initiatives for the organization.
• Conduct periodic audits of critical reports to ensure timely availability and accuracy.
• Manage end-to-end training for new call centre agents and monitor their performance quality monthly.

What policy, compliance we follow: 

• Safeguard the organization’s processes and policies. 
• Strict adherence to SOP and the defined processes 
• Encourage consistent and continuous compliance is followed by all employees and vendors with safety and regulatory requirements, standards, and protocols. 
• Confirm your actions are compliant as per Information Security Policy.

Key Skillset:

• Strong Customer Focus
• Communication Skills
• Analytical & Critical Thinking
• Team player & ability to work in challenging work environment
• Attention to details
• Data Mining and Analytics using MS Excel and/or MS Access

Desired Profile / Criteria / Skills :

Requirements

What all qualifications do we expect:

We're looking for someone with a decent educational background.

• Education requirements: Bachelor’s Degree (Master’s degree preferable)
• Experience: 10-13 years of experience in functional domain preferably in the telecommunications industry. 3-5 years of experience in Quality Assurance of Customer Service.

Join us as:

• Grade – M4
• Where at – Mumbai/Noida
• Reporting To - Head - Customer Service
• Your Function – Customer Service
• Team Size – 2 permanent employees + 10 Outsourced Call Center Team
• Hussle Period – Minimum 8 productive hours a day and 5 days a week
• Job Type – Permanent

Offered Benefits / Facilities :