Agm-process Audit - Mumbai, India - Vodafone Idea

Vodafone Idea

Verified Company

Mumbai, India

1 week ago

Posted by:

Deepika Kaur

beBee Recuiter

Description

Job Req ID:

Location: Mumbai, IN- Function: Other- About:

Vodafone Idea Limited is an Aditya Birla Group and Vodafone Group partnership. It is India's leading telecom service provider. The Company provides pan India Voice and Data services across 2G, 3G and 4G platform. With the large spectrum portfolio to support the growing demand for data and voice, the company is committed to deliver delightful customer experiences and contribute towards creating a truly 'Digital India' by enabling millions of citizens to connect and build a better tomorrow. The Company is developing infrastructure to introduce newer and smarter technologies, making both retail and enterprise customers future ready with innovative offerings, conveniently accessible through an ecosystem of digital channels as well as extensive on-ground presence. The Company is listed on National Stock Exchange (NSE) and Bombay Stock Exchange (BSE) in India.

Role
Process Audit & Customer Experience

**Job Level/ Designation
M2

Function / Department
Customer Service

Location
Mumbai

Job Purpose
To ensure all service processes and policies are implemented in line with defined corporate guidelines by conducting regular audits finding gaps and taking corrective steps

To drive customer insights/experience (TNPS) across channels for business process improvements / process corrections, including sharing of key VOC with corporate stakeholders.

Key Result Areas/Accountabilities

Conduct End to End process audits on standard checklist & samples shared including impact quantification of each nonconformity for business / organization / LoB.
Track repeat nonconformities and support in identifying root cause.
Driving TNPS at circle to ensure mínimal detractors
Share critical VOC on new Products / Processes / NPS survey
Help circle NPS council with action planning and execution
Liaison with corporate stakeholders for any clarification / support required at circle

Note:
Different systems & different process steps across both brands needs to be considered

Core Competencies, Knowledge, Experience

Core Competencies:

Analytical and critical thinking

Data mining and analytics
Knowledge

All CS Business processes (SOP)

All business System (CRM, Billing system etc)
CnC business processes (SOP)
SQL / RDBMS will be preferred
Experience

1+ years of total work experience.

Technical / Professional Qualification

Bachelor's degree

Sound Knowledge of MS Office

Must have technical / professional qualifications

Post Graduate or MBA with a min 57+ years in telecom having experience in customer service role
Green Belt / Black Belt certified is preferable

Role

Job Code
Process Audit & Customer Experience
TM

To drive customer insights/experience (TNPS) across channels for business process improvements / process corrections, including sharing of key VOC with corporate stakeholders.

Key Result Areas/Accountabilities

Conduct End to End process audits on standard checklist & samples shared including impact quantification of each nonconformity for business / organization / LoB.
Track repeat nonconformities and support in identifying root cause.
Driving TNPS at circle to ensure mínimal detractors
Share critical VOC on new Products / Processes / NPS survey
Help circle NPS council with action planning and execution
Liaison with corporate stakeholders for any clarification / support required at circle

Note:
Different systems & different process steps across both brands needs to be considered

Core Competencies, Knowledge, Experience