Head - Customer Service Quality - Telecom

Customer Service Quality Head

- Establish, Define, Deploy and Manage Quality plan at Circle level for

- Drive and Partner with Service Partners to enhance customer experience

- Liaison with Quality vendor on KPI deliverables

- Mentor and Drive improvement projects to address Key pain areas.

- Participate and support national projects and help deployment of corporate quality strategy.

- Design framework to complete projects on Identify Key areas from continuous improvement projects.

- Promote Best practice culture and support corporate quality team in national replication.

Create Standardized Quality measurement Processes :

- Practices and Reporting across all touch points to ensure uniform and consistent customer experience

Process Implementation :

- Implementing uniformity of process discipline nationally across various customer interfaces.

Benchmarking :

- Both Output and Process Benchmarking across Service Industries and competition

Customer Feedback :

- Sharing and soliciting Customer feedback across all touch points and integrating it back with the processes and relevant stakeholders.

Measuring against Standards : Audit and Measurement

- Building Capability within the Circle and Corp Quality Teams to drive projects improving Customer Experience basis RCA/Customer Feedback

- Review and support the circle quality performance and create continuous improvement culture

- Create, measure and manage process management framework which identifies Customer pain points / Analyses Root Cause and ensure mitigation

Qualifications : Post Graduates MBA/Technical Degree

- Should be able to use the various quality tools-Excel, Microsoft access,PPT, MS project knowledge & Mini-tab

- Professional skills Green Belt / Black Belt certification will be an added advantage.

- ISO Internal Auditor Certification

- Previous role related experience -Exposure to Quality Min Experience of 10 Plus Yrs.

- Min of 4 Plus yrs in Quality.

- Min of 5 years in telecom.

- People based experience

- Should have managed delivery for large sector.

- Should have managed Service Partners for at least 5 yrs.