AGM - Service Ops-Training & Qlty Lead

AGM - Service Ops-Training & Qlty Lead

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.

 

We're proud to be an equal opportunity employer. At VIL, we know that diversity makes us stronger. We are committed to a collaborative, inclusive environment that encourages authenticity and fosters a sense of belonging. We strive for everyone to feel valued, connected and empowered to reach their potential and contribute their best.

 

VIL's goal is to build and maintain a workforce that is diverse in experience and background but uniform in reflecting our Values of Passion, Boldness, Trust, Speed and Digital. Consequently, our recruiting efforts are directed towards attracting and retaining best and brightest talents. Our endeavour is to be First Choice for prospective employees.

 

VIL ensures equal employment opportunity without discrimination or harassment based on race, colour, religion, creed, age, sex, sex stereotype, gender, gender identity or expression, sexual orientation, national origin, citizenship, disability, marital and civil partnership/union status, pregnancy, veteran or military service status, genetic information, or any other characteristic protected by law.

 

VIL is an equal opportunity employer committed to diversifying its workforce.

Role -SPO – Training and Quality Lead

Role

SPO – Training and Quality Lead

Function/Department

Customer Service/Service Partner Operations

Location

 

 

 

 

Job Purpose

Responsible for ensuring delivery of Customer Experience across core Inbound & outbound contact centre on Training and Quality through planning - ensuring timely dissemination of system, process and product training, collaborative and robust engagement with peers (corporate and circles) and partner Ops, training & Quality. Manage and deliver Quality Operations effectiveness at the site through engagement, execution, involvement, review and governance with internal teams, circles and partners

 

 

 

 

 

 

 

 

 

 

 

Key Result Areas/Accountabilities

Training Effectiveness: Manage and deliver Training effectiveness at the site through engagement, review and governance with internal teams, circles and partners to deliver key targeted customer experience outcomes (TNPS, ASAT, CEIS) delivered by both Inbound and Outbound CC

NHIP/LCA Performance: Implement and drive Governance and Control to ensure delivery of contact centre KPI’s by certified agents including NHT Batch throughput performance and attrition

QMS Adherence: Implement and Drive Governance & Control within the sphere of compliance on Quality Management System

TNPS & Customer Experience: Convert TNPS Insights into Business Improvement and drive through partner/circle teams and be the change leader

People Management: Stakeholder Management on account of driving Quality & Training KPI’s. Strong Partner & Circle Management and Corporate interface

Partnership Management: To own, build and manage partner relationships to extract necessary short & long-term win-win outcomes from partners, through close coordination and engagement with other support teams

 

Core Competencies, Knowledge, Experience

SME on existing systems and processes

Training and Quality Experience

Customer Behaviour Understanding

Ability to Lead, Influence, Create and work in cross functional teams

 

Must Have Technical/Professional qualifications

 

· Graduate/Post Graduate/ MBA with a min 8 - 10 years of experience in various customer service roles

· Exposure to reporting and analytics tools

· Exposure to training and quality for 5-6 years

 

Vodafone Idea Limited (formerly Idea Cellular Limited)
An Aditya Birla Group & Vodafone partnership

Experience Level

Senior Level