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 profile
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Role title: Quality Lead
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Function: Customer Operations
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Band: M2
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Department: Vodafone Idea Business Services
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Reports to: Head Training and Quality - VIBS
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Location: Corporate - Pune
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Role purpose:
Owning quality & Transaction NPS/Relationship NPS for the Enterprise services. Managing & driving compliance, transactional/strategic quality, process re-engineering, complaint management & communication.
- Quality Function deployment across desk at all Front line support & Back offices.
- Identification of KPI’s for each process within Frontline desk & Back offices and develop a tracking mechanism for these KPI’s
- Process audits to gauge adherence to set processes
- Responsible for driving continual improvement.
- Deliver a clear “Training Need Analysis” from audits which can be shared as an input to the training team, managers, and functional heads within eco system.
- Mentoring a team of individuals and help them to improve their skill sets/deliverables in Quality domain.
- Governing Transaction NPS and Relationship NPS across all touchpoints.
- Governing Vodafone Heartbeat portal for TNPS/RNPS
- Internal Quality/External Quality partner Governance
- Liaise with Partner for operational & management issues.
- Interface with cross functional teams across circles / partners / Functions
- Act as a change catalyst for improvement of processes.
- Process changes for Cxx based on Audits & TNI.
- Communication handling – Customer & Internal communications creation & governance.
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Key accountabilities and decision ownership
[max 5]:
- Accountability towards ensuring meeting quality audit targets by both IQ/EQ partners & individual targets. Submission of required quality reports/dashboards in timely manner with desired insights
- Responsible for auditing & improving customer experience via end to end customer journey life cycle.
- Accountable to provide inputs towards process re-engineering
- Building structured mechanism to capture VOC & converting them into actionable CTQ’s – Vodafone Heartbeat Governance for all touch points.
- Driving periodic TNPS & RNPS across touch points (Sale, Build, Run and Relationship) as per the guidelines & shares the analysed findings. Liaison with Ops/circle/ service management team to understand VOC & converting actionable CTQ’s
- Responsible for driving continual improvement.
- To ensure one India enterprise target met through Vodafone Heartbeat governance.
- To ensure that team motivation is high, thereby leading to effective & efficient operations with low attrition rates.
- Mapping customer expectations & deploying robust processes that ensure standardization & superior experience across touch points.
- Communication handling – Customer & Internal communications creation & governance.
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Core competencies, knowledge and experience [max 5]:
- Graduate
- 7-8 Years essential in Telecom Industry and desired 5 Years in all Enterprise Products
- Certifications in quality domain (ITIL, Six Sigma, Lean Sigma, ISO9001/TL9000, etc)
- Six Sigma Green Belt preferred
- Must have Mobility, Fixed line , IOT & Cloud domain knowledge
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Desired Competencies/ Skills
- Team Management & conflict management
- Good Written & Spoken communication skills
- Drive for quality improvement & results.
- Should be able to challenge status quo in teams/processes
- Ability to manage in dynamic, high- growth, high- uncertainty environments
- Excellent Interpersonal skills.
- Driving improvement in the specified projects/initiatives
- Voice of the customer for all touch points & compliant management
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Key performance indicators [max 3]:
- Creation of differentiated Enterprise (B2B) service experiences
- Governance of Vodafone Heartbeat for all Touch points (Sell, Build, RUN and Relationship) for TNPS & RNPS
- Design, deploy & drive quality, customer experience and compliance for VBS across end to end customer life cycle & for all functions/ touch points with communication.
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Direct reports:
Quality Assurance Executives/Leads
- QA – Partners for all LOBs
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Dotted reports:
- External Quality Partner – (EBO & NCC)
- System SPOC – Vodafone Heartbeat for TNPS/RNPS
- Training – Learning Curve Approach
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Vodafone Idea Limited (formerly Idea Cellular Limited)
An Aditya Birla Group & Vodafone partnership