Job Description

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.
We're proud to be an equal opportunity employer. At VIL, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected and empowered to reach their potential and contribute their best.
VIL's goal is to build and maintain a workforce that is diverse in experience and background but uniform in reflecting our Values of Passion, Boldness, Trust, Speed and Digital. Consequently, our recruiting efforts are directed towards attracting and retaining best and brightest talents. Our endeavour is to be First Choice for prospective employees.
VIL ensures equal employment opportunity without discrimination or harassment based on race, colour, religion, creed, age, sex, sex stereotype, gender, gender identity or expression, sexual orientation, national origin, citizenship, disability, marital and civil partnership/union status, pregnancy, veteran or military service status, genetic information, or any other characteristic protected by law.
VIL is an equal opportunity employer committed to diversifying its workforce.
Role
Customer Insights - Audits & TNPS
Job Level/ Designation
Assistant General Manager
Function / Department
Customer Service - Corp Quality Assurance
Location
Mumbai
Job Purpose
Build & maintain Audits & TNPS culture: * Manage & deliver the Quality vision of the organization

• Establish Quality & TNPS culture and DNA

Drive and own Customer Experience: * Drive service excellence through Audits & TNPS compliance and reporting

• Ensure robust Audits & TNPS Analytics & Insighting through pervasive use of quality tools & techniques.
• Planning, engaging & governing Stakeholders - Audit & TNPS Partner, Touch point Quality teams, Circle for delivery of best customer experience
• Calibration with Partner / Circle / Cluster
• Drive EQ-IQ variance within control limits

Key Areas/Accountabilities
Best of Basics - * Innovative Projects / CX Studies: Timebound CX Studies / projects with clear objective and scoping to improve CX, reduce effort and go digital

• Conceptualize and design enhancement CX Studies / participate in projects lead by self & others to improve customer experience.
• Work with Cross functional teams to understand customer journeys and pain points that need mitigation
• Work with Vendors and IT for successful development and deployment, build automations - raise business requirement specifications
• Quantitative: TNPS & Audits Dasboards & trackers
• Reviews: Work Resource Mgmt, Performance management and review with HOD / FH / Quality interlocks (presentation decks & dashboards)

Analysis & Insighting * Deep dive and RCA (root cause analysis)

• Qualitative insights
• Defect disposition (missed opportunity wise)
• Mapping the gap around "Service Failures"
• Identifying areas of improvement

Continuous Improvement (projects / programs) * Customer pain mitigation projects @ VOC (TNPS) & Transactional Audits

• Special Projects - as per business requirement

Performance Management:
Improve & maintain performance across touch point.
Core Competencies, Knowledge, Experience * Knowledge and Subject Matter Expertise around VI processes and systems

• Ability to lead, influence, create and work within cross-functional team environments
• Operational experience with all phases of telecom customer life cycle like Digital , Call centre, back office, retention and Quality
• 7+ years of work experience
• 100% Customer centric.
• Confident to interact with any level in the organization to drive customer agenda
• Excellent Presentation skills

Technical Qualifications
Technical Skills- * Knowledge of Microsoft windows

• Proficient in Microsoft Office (Excel, PowerPoint, MS Access)
• Presentation skills
• Knowledge of SAS, SQL Developer/ SQL DB is advantage.
• Technical skills: knowledge of Lean, Six Sigma tools, Customer centric (Internal / External customers) is an advantage

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