Vodafone - AM - Customer Operations - Voice & Outbound Voice Quality

Voice & Outbound Voice Quality (AM-Customer Operations)

For Foreign Passport Holders/Foreign National your candidature will be subject to fulfillment of India Work Permit regulations and Visa requirements

Lucknow-Uttar Pradesh-India

This position shall be responsible for execution of the Customer Experience strategy within for all touch points of the Circle for all customer impacting processes.

Strategic :

- To ensure that standards and protocols of customer service at their specific business or organization are followed by customer-service workers.

- To ensure deployment of Quality Measurement systems at various touch points for Inbound as well as Outbound Call Centers.

- To evaluate existing call quality output & map its disposition with other customer service impacting measurements i.e. CSAT, Call Quality, CDI-Getting Help, other customer metrics.

- Continual improvement approach to make existing quality measurement system more efficient.

- Standardization and maintenance of transaction Quality for processes of Inbound Call Centers (Service Partner), Outbound Call Centers(Service Partners)

Operational :

- Execution of transaction audits across Customer Services and other functions at Inbound/DHL/Data TV/Postpaid/Outbound Call centers

- Should have process driven bent of mind, ability to Create SODs, Periodical Feedback to the Team Members, provide Guidelines to the Team Members on Day to Day Activities & documenting it in a SOP for smooth hand over of information.

- As a customer-service quality lead, to typically supervise customer-service staff to solidify an organization's customer-service practices, ensuring that customer-service representatives act in accordance with the company's regulations across all Inbound & Outbound call centers.

- Should have analytical skills to understand the process capability, revisit partner / functional KPIs and align it basis existing capability, business strategy, competitive environment.

- Bridge the Gaps through Value Add recommendations for enhancing Customer Experience through Automation in the process & Effective Customer Handling.

Dip check activities :

- Calibration exercises: is a quality control tool and forms the backbone of measurement & standardization.

- It is 'fine tuning' exercise to ensure that there is little variation in repeated measurements of the same event (in this case, any particular call)

- It is an exercise between SP Quality/Circle Quality to ensure zero variance in understanding

- Floor walks : Briefings / de-briefings on NPL and new processes

- Feedback & Coaching to TCO

Change Management / Process re-engineering :

- Understanding of IT infra to do automation for improvement areas, recommendation to plug back in the system.

- Understanding Voice of customers from CRM data & taking it to a logical conclusion with CFT.

- Projects on removing waste & defect in the system by using the Six Sigma Tools to improve Process capability involving various cross function Teams, should enhance customer experience or bottom line impact.

- Cost Reduction by way of reducing waste in the system & subsequently reducing Unnecessary Revenue leakage

- Collaborating with various Cross Function Team both within In house & External SP Team for deployment of changes in & timely action plan to bridge the Gaps

- Meeting Deadline by way of Timely Delivery of job- e.g.. on Time publishing Report & any other changes as per Company Policy etc on Daily, weekly & Monthly basis

- Ability to create a governance module to review existing processes & deployment of appropriate Control Mechanisms at circles, SP, EQ vendors, also ensure avoidance of Defect or Waste in the System eg- Fraud Monitoring, PIP, Daily Dashboard etc

- Graduate

To apply for this position, please apply through the Vodafone website.