Lead Service Quality

  • Jaipur
  • 10-15 lakh
  • 7-12 years
  • 09 Oct 2015

  • Customer Service

  • Telecom/ Mobile Operator/ ISP/ Telecom Vendor
Job Description

This position is responsible for quality monitoring & control for all customer service operations in the State. This position will also be responsible for providing periodic assessment on quality performance for all Care channels. He / She will escalate to State CS Head & NHQ any quality deficits and short-falls in performance
Key Responsibilities
Quality monitoring and reporting for service delivery through care channels to ensure promised customer CSAT & NPS
Responsible to ensure overall quality targets are met in every period of evaluation
Provide periodic assessment on quality performance for all Care channels to deliver promised customer experience
Monitor and publish variance against service SLAs/TATs for customer activations, service delivery at customer homes, delivery through retail touch-points
Escalate to State CS Head / NHQ on any quality deficits & short-falls in performance& ensure process corrections are implemented
Design implementation plan for quality auditing across various sub-functions
Develop reports pertaining to key learnings and observations during quality auditing process
SPOC for sharing quality observations with individual functional owners and project management of the same
Manage audit operations within allocated budget
Ensuring ESAT and employee retention for his team
Key Result Areas
1. Adherence to Transactional Quality Planfor Acquisition Onboarding / Home Care / Retail
2. Execution of Process audits as per approved plan
3. Adherence to standardized process & work on reduction of variances
4. Deploy and share VoC survey results with stakeholders and facilitate action planning sessions
5. Drive CSAT through Action planning sessionswith cross functional teams
6. TRAI Audits

Educational Qualifications
Please mention minimum grade/percentage, if over and above organizational guidelines, as well as names of institutes, if applicable) MBA/Post Graduate/Graduate
Years of Experience (minimum & maximum) 8-10 years

Competencies/Skill sets for this job

Quality Service Quality Customer Auditing Audit Retail Quality Auditing