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DGM - Service Excellence

Job Req ID:  46416
Location: 

Kolkata, 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.

 

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

Process Audit Executive

Job Level/ Designation

M2

Function / Department

Customer Service

Location

Kolkata

Job Purpose

To ensure all service processes and policies are implemented in line with defined corporate guidelines by conducting regular audits finding  gaps and taking corrective steps

 

To drive customer insights/experience (TNPS) across channels for business process improvements / process corrections, including sharing of key VOC with corporate stakeholders.

Key Result Areas/Accountabilities

Improving Customer Experience through frontline channels - TNPS 

1)Drive Customer Experience through process correction for Both the LOBs (Post Paid & Pre Paid).
2)Planning, engaging with Corporate QA & Partners for delivery of best in customer experience programs (ongoing continuous improvement, defect reduction, pain mitigation activities & process enhancement activities)
3) Work with CFT to understand customer journeys and pain points that need mitigation and take it forward.
4) Call Listening & Seeding Experience 

 

Transactional Quality 

Transactional Quality Improvement with the help of Effective  Operations Management  (SPO / CnC/OBCC/ Retail) 

 

 Customer Experience 

1) SRD analysis, Process correction / VOC/ VOA  at all touchpoints and then working on Process and People opportunities with respective Corp Quality SPOC and Training SPOC 
2) Identifying areas of improvement (across 3PSCN), necessary broad basing  and close looping
3)Customer Effort Index (CEI) & Repeat Customer Effort Index (RCEI) calculated on the critical journeys chosen every Quarter 
4) Work in Collaboration with Corporate SE team to do Experience Mapping & Benchmarking for the identified Journey and share as many insights/recommendations to improve processes and keep it simple, swift, seamless and solid for the customer

 

Projects  - Special time bound projects 

 

a

  1. Conduct End to End process audits on standard checklist & samples shared including impact quantification of each non-conformity for business / organization / LoB.
  2. Track repeat non-conformities and support in identifying root cause.
  3. Driving TNPS at circle to ensure minimal detractors
  4. Share critical VOC on new Products / Processes / NPS survey
  5. Help circle NPS council with action planning and execution
  6. Liaison with corporate stakeholders for any clarification  / support required at circle

Note: Different systems & different process steps across both brands needs to be considered

Core Competencies, Knowledge, Experience
  1. Core Competencies:
    1. Analytical and critical thinking
    2. Data mining and analytics
  2. Knowledge
    1. All CS Business processes (SOP)
    2. All business System (CRM, Billing system etc)
    3. CnC business processes (SOP)
    4. SQL / RDBMS will be preferred
  3. Experience
    1. 1+ years of total work experience.
  4. Technical / Professional Qualification
    1. Bachelor’s degree
    2. Sound Knowledge of MS Office

Must have technical / professional qualifications
  1. Post Graduate or MBA with  a min 5-7+ years in telecom having experience in customer service role
  2. Green Belt / Black Belt certified is preferable

 

Who can Apply

Corporate & Circle colleagues having handled Circle TNPS/Quality role will be preferred.

 

 

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

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