Quality Assurance Lead

Hi

Tata Play Fiber is hiring for Quality Assurance Lead

Location : Noida

Skill : Quality Assurance Lead

Exp : 10 to 15 years exp in Quality Assurance Lead

Education : Any Graduate

Communication : Excellent communication

Reporting To – Head - Customer Service

Your Function – Customer Service

Team Size – 2 permanent employees + 10 Outsourced Call Centre Team Hussle Period – Minimum 8 productive hours a day and 5 days a week

Industry Exp : Preferably in telecommunications

Job description

• Conduct audits on the customer onboarding process, focusing on document compliance, Digital Verification (DV) process accuracy, Customer Acquisition Form (CAF) warehousing, and contract versus billing reconciliation.
• Perform call centre process audits covering call quality compliance, tagging accuracy, training process efficacy, and infrastructure integrity, alongside contract versus billing reconciliation.
• Audit complaint and escalation management processes, ensuring workflow routing correctness, Service Level Agreement (SLA), and escalation matrix configuration accuracy.
• Conduct Interactive Voice Response (IVR) audits to assess connectivity and workflow efficiency. Audit self-help channels for connectivity, uptime, and routing accuracy of customer inputs.
• Share workflow development inputs based on audit findings.
• Analyze customer voice data and correlate with audit findings to determine performance metrics. Drive Net Promoter Score (NPS) improvement initiatives for the organization.
• Conduct periodic audits of critical reports to ensure timely availability and accuracy.
• Manage end-to-end training for new call centre agents and monitor their performance quality

Interested please contact at

Regards

Sabita Roy