Assistant General Manager - Process Audits, Customer Experience and Training

AGM -Process Audits Customer Experience & Training

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

Lead - Process Audit, Customer Experience & Training, Circle

Job Level/ Designation

M2 / Deputy General Manager - Assistant General Manager

Function / Department

Customer Service

Reporting

VP and Circle Customer Service Head / Circle Customer Service & Postpaid Head

Location

Circle (Any of the 14 circles)

Job Purpose

The Process Audit, Customer Experience & Training Lead is responsible for the end-to-end service excellence framework by integrating rigorous process auditing, digital adoption, data-driven customer experience (CX) improvements, and standardized training operations across all circle touchpoints. This role is responsible for driving project execution and ensuring absolute compliance as per corporate guidelines while translating TNPS, VOC, TNI, 3PSDG insights into process and actionable outcomes at the circle level. By managing the full training lifecycle—from new hire onboarding and campaign rollouts to data-led refresher programs for existing staff—the Lead ensures a high-performing workforce capable of delivering consistent, superior service experience.

Key Result Areas/Accountabilities

1. Operational Integrity: Execute and translate end-to-end audit findings, detractor feedback, free text analytics and CRM tagging into structured action plans across 3PSDG categories, track closure to impact and ensure 100% adherence to corporate norms (KMS/LMS) and hiring-to-production protocols.

 

2. Service Experience: Drive Circle TNPS targets across assisted and digital channels by minimizing detractors through friction-point resolution, translating VOC/ insights into actionable process improvements / service recovery plans and accelerating Digital Service Request (DSR) adoption.

 

3. Training Operations: Execute full-lifecycle training programs (Onboarding, Upskilling, Remedials), digital learning interventions, ensure training throughput and achieve defined post-training Quality benchmarks.

 

4. Projects & Capability: Drive special projects to improve CX, go digital and eliminate systemic process gaps by using structured Root Cause Analysis (RCA) across customer journeys, service failures, defect dispositions and targeted Training Needs Identification (TNI) and refreshers to bridge skill gaps.

 

5. Governance: Act as the bridge between Circle and Corporate teams to socialize critical VOC/ Audit insights, ensure compliance to defined audit frameworks whilst maintaining quality benchmarks and partner with cross functional teams to enhance customer journeys across lifecycle stages.

 

Core Competencies, Knowledge, Experience

• Core Competencies: Strong customer centric mindset, influence, create and work with cross-functional, high-impact stakeholder and partner-led environments. Strong executive communication with the ability to simplify complexity into insights. Excellent presentation and delivery skills.

 

• Knowledge: CS Business processes (SOP), Systems (CRM, Billing system, Data mining. Lean, AI driven CX and Six Sigma tools is an advantage.

 

• Experience: 5–7 years in Telecom / Retail / Service operations with 3 to 4 years in managing quality projects, operational experience with all phases of telecom customer life cycle and delivering training in large organizations.

Must have technical / professional qualifications

University Degree Or an equivalent academic qualification.

 

Technical Knowledge: Proficient in Microsoft Office (Excel, PowerPoint, MS Access)

 

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

Experience Level

Senior Level