Head Service Assurance ( AGM )

Hello,

We are looking for people with passion, curiosity & conviction, people who are eager to break away from conventional roles and do jobs never done before.

More About us - https://www.tataplayfiber.com/

What you'll be doing:

To monitor and improve quality across various customer operations processes and customer touch points by means of regular and structured audit mechanism.

Key Skillset:

• Strong Customer Focus
• Analytical & Critical Thinking
• Team player & ability to work in challenging work environment
• Data Mining and Analytics Attention to details

What you'll bring to the team:

• Develop and enforce service quality standards and Key Performance Indicators (KPIs).
• Monitor network performance and customer service metrics.
• Identify improvement areas and implement corrective measures.
• Lead a team of service assurance specialists in resolving customer issues promptly.
• Ensure timely resolution of technical and service-related problems.
• Establish escalation procedures for complex issues.
• Collaborate with network engineering teams to uphold network integrity.
• Develop and execute maintenance plans to minimize service disruptions.
• Proactively identify and address potential network issues before they impact customers.
• Recruit, train, and cultivate a high-performing service assurance team.
• Provide guidance, coaching, and feedback to team members. Foster a culture of continuous improvement and excellence.
• Monitor customer feedback to gauge satisfaction levels.
• Implement initiatives to enhance overall customer experience.
• Address customer complaints with a focus on resolution and retention.
• Ensure compliance with industry regulations and standards.
• Prepare regular reports on service quality, issue resolution, and network performance for senior management review.

What all qualifications do we expect:

• Education requirements: Bachelor's Degree/master's degree preferable
• Experience:10-18 years of Experience in functional domain preferably in the telecommunications industry.

Join us as:

• Grade M3
• Where at Noida
• Reporting To - Head - Customer Service
• Your Function Customer Service
• Team Size 4 permanent employees + off-roll
• Hussle Period Minimum 8 productive hours a day and 5 days a week
• Job Type Permanent

What policy, compliance we follow:

• Safeguard the organization's processes and policies.
• Strict adherence to SOP and the defined processes
• Encourage consistent and continuous compliance is followed by all employees and vendors with safety and regulatory requirements, standards, and protocols.
• Confirm your actions are compliant as per Information Security Policy.