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 9007377402

Regards

Sabita Roy