Customer Service - Quality - Telecom

Organisation: Corporate office, Leading Telecom operator

Role Purpose:

- To ensure governance for Inbound Call Centre & IVR Quality across 6 partners in 47 locations in close coordination with Circle and Corporate Stakeholders and drive continuous improvement and sustain performance

- To create measurement systems for Voice Quality that reflect the Quality Management System framework a to ensure that call centres are a business differentiator in the market place.

Job Description:

- Implement and drive Governance & Controls within Quality Management System

- Driving Service Excellence by improving and sustaining KPIs vide pain mitigation initiatives/projects

- Ensuring Change Management vide re-visiting existing processes and SOGs and recommending improvements

Core competencies, knowledge and experience:

- Experience in, quality architecture, resource management, creation of internal competencies within the system

- Operational experience with all phases of telecom customer life cycle like call centre, back office, retention and Quality lead

- Green Belt/Black Belt certified

- ISO Internal Auditor certification will be an added advantage