Vodafone - AM - Customer Service - Audits/Analytics & MIS

Audits, Analytics & MIS (AM - Customer Service)

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

Bangalore-Karnataka-India

Role title : Audits, Analytics & MIS

Function : CSG

Job Family : Back Office

Business Area : Customer Service

Reports to : CSG Head

Location : Bangalore

Role purpose :

To manage and drive Audits, Analytics & MIS for circle back office

Key accountabilities and decision ownership :

- Deliver Audit target for all products (CAF-Audit post-paid, Service Audit Post-paid Empowerment Audit VAS, etc.)

- Driving compliance of new CSG audits SOP

- Root cause approach to prevent customer issues - initiate process corrections & process improvement measures based on learning's from customer escalations

- Process Analysis for Insight sharing

- MIS- Detailed RCA tracker showing improvement areas (People/Process/Technology)

- Drive service excellence programmes at an organisational level via competition benchmarking, market research etc.

- Deploy methods to ensure compliance to transaction monitoring processes.

- Review and engage with regular coaching, to enhance skill sets of the self and service partners.

People :

- Keep motivation levels high through regular interactions.

HSW Compliance :

- Ensure that the HSW norms are adhered to

Core competencies, knowledge and experience :

Critical Success Factors :

- Continuous Learning & Empowering Talent

- Building Team Commitment

- Communicate with care

- Interaction with cross functional teams

- Analytical Thinking

Differentiating Functional Competencies :

- Solving Problems

- Eye for detailing

Key performance indicators :

- Reduction in Error percentage (CAF & Service audit)

- Waiver reduction on account of people or process lapses

- Reduction in Repeat volumes.

- Root cause fixing

Direct reports : (20 - 25 Off Role)

Dotted reports : Nil

- 2 - 6 years experience

- Experience with Quality Audit, Business Analytic skills & problem solving techniques.

- Essential : Graduation

- MBA preferred

- Knowledge of MS-Access, Macros, Excel & Presentation skills

- Green Belt / Black Belt certified

To apply for this position, please apply through the Vodafone URL