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AGM - Quality Assurance

Job Req ID:  26591
Location: 

Ahmedabad, IN

Function:  Other
About: 

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 - AGM - Quality Assurance

Function/Department - Customer Service - Corporate

Location - Ahmedabad

Job Purpose -

1. This role has responsibility to work on quality projects across service functions to improve overall efficiency and customer experience.

2. Key areas are defect reductions, service improvement projects and enhance customer experience.

3. Drive large scale projects on systems and processes.

 

Key Deliverables -

1. Project Management and execution

2. Drive and own customer experience - Analytics, Insighting, Feedback

3. Collaboration with cross functional teams & partner teams for identification of projects, feasibility analysis, business case creation and program management.

4. Track continuous improvement action plans to closure

5. Leadership engagement throughr regular updates and reviews.

6. Project delivery and cost benefit along with time adherence.

7. Continuous identification of opportunities to automate & Digitize

 

Core Competencies -

1. Knowledge and subject matter expertise around VIL processes and systems

2. Ability to lead, influence, create and work within cross functional team environments

3. Comfortable with matrix work environments and a demonstrated experience of managing service partnerships

4. Technical knowledge - Knowledge of Lean Six Sigma Tools

 

Qualifications -

1. Post graduate or MBA with a minimum of 7-9 years of experience in customer service role

2. Green Belt/Black Belt certified is preferrable

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