Job Purpose: Build & maintain TNPS (Touchpoint Net Promoter Score) culture: 1. Manage Quality Assurance Vision for the Organisation. 2. Establish TNPS culture and DNA . 3. Drive operationalization and execution of TNPS across Circles for both brands (TNPS for brands Vodafone & Idea) Drive and own Customer Experience : 1. Drive service excellence through TNPS compliance and reporting 2. Ensure robust TNPS Analytics & Insighting through pervasive use of quality tools & techniques. 3. Deploy governance model, vide Dashboard Management and robust trackers on key TNPS KPIs. 4. Partner in continuous improvement projects & programs within & between Teams. 5. Define and design areas of improvement and track action plans to closure Key Accountabilities / Key Result Areas Performance Management : 1. Improve & maintain performance across i. LTR ii. FTF / TF iii. OSAT 2. Ensure robust performances across 4 channels i. Contact Centre ii. Retail iii. Digital iv. Network Analysis & Insighting 1. Deep dive and RCA (root cause analysis) 2. Qualitative insightings v. defect disposition (missed opportunity wise) vi. Mapping the gap around "Service Failures" vii. Identifying areas of improvement (3PNSC) viii. Free Text & CRM Tagging analysis mapped with call recording/s a. OFI & TNI to be shared Training / Ops / Business Teams Continuous Improvement (projects / programs) 1. Customer pain mitigation projects @ VOC (TNPS) 2. Special Projects - as per business requirement Dashboard & reporting 1. Accuracy and timeliness of reports w.r.t. KPIs i. LTR ii. FTF / TF iii. OSAT 2. Accuracy and timeliness of reports w.r.t. KPIs across 4 channels i. Contact Centre ii. Retail iii. Digital iv. Network 3. Accuracy and timeliness of reports across Clusters / Circles 4. Accuracy and timeliness of reports across Call Drivers / scenarios Team Engagement - HSW compliance (100%) Core Competencies, Knowledge, Experience, Technical / Professional Qualifications 1. Knowledge and Subject Matter Expertise around VIL processes, and systems 2. Ability to lead, influence, create and work within cross-functional team environments 3. Operational experience with all phases of telecom customer life cycle like call centre, back office, retention and &gt;=5+ years in Quality 4. 5-8 years of work experience. 5. Comfortable with matrix work environments and a demonstrated experience of managing service partnerships. 6. Technical skills: knowledge of Lean Six Sigma tools 7. Professional Qualifications : Green Belt certified / Black Belt trained Key Performance Indicators 1. Meet TNPS KPIs 2. Count of Process, Systems & People Improvements: 3. Count of Projects : a. Mentor and drive improvement projects with Circle Teams to address key Customer pain areas. b. Continuous Improvements Projects/Programs : Lead, as well as participate and support national CFT projects to simplify and improve customer experience.

Mumbai

Vodafone Idea - Manager - Customer Insights - Net Promoter Score 

Vodafone Idea - Manager - Customer Insights - Net Promoter Score  ,Job Description for Vodafone Idea - Manager - Customer Insights - Net Promoter Score  in Vodafone Idea in  Mumbai for (5-8) years of experience. Apply Now!

Job Description for Vodafone Idea - Manager - Customer Insights - Net Promoter Score  in Vodafone Idea in  Mumbai for (5-8) years of experience. Apply Now!