Lead - Quality Assurance

Firstly, a bit about us:

“Made for Streaming”, “Dependable Network”, “Beyond Web” & “Service that Delights.”

If you are experiencing all the above-mentioned Jingalala factors together, you are experiencing Tata Play Fiber (TPF)! A legal entity established in 2016 under Tata Play Ltd.

We provide broadband services using the latest available technology FTTx and are operationally present in Tier 1 cities.

We are a digital, energetic, and fast-growing company that breathes innovation and strives to give the best experience to our customers by offering advanced connectivity solutions. We understand that business growth is a result of talent growth and hence we are committed towards building a talent pool which is constantly learning and evolving.

At TPF, we believe life isn't a 9 to 5 box; hence, we have the freedom to hybrid working with occasional Remote-Friendly work policy. We trust you to get the job done, whether that means crushing deadlines in the morning or attending that kid's sports day in the afternoon (and maybe catching up on emails later that night - hey, flexibility goes both ways!). The right environment is the key to a healthy and progressive development of an organization.

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:

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  Strong Customer Focus
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  Communication Skills
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  Analytical & Critical Thinking
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  Team player & ability to work in challenging work environment
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  Attention to details
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  Data Mining and Analytics using MS Excel and/or MS Access

What you’ll bring to the team:

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

Join us as:

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  Grade – M4
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  Where at – Mumbai/Noida
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  Reporting To - Head - Customer Service
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  Your Function – Customer Service
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  Team Size – 2 permanent employees + 10 Outsourced Call Center Team
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  Hussle Period – Minimum 8 productive hours a day and 5 days a week
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  Job Type – Permanent

What policy, compliance we follow:

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

Requirements

What all qualifications do we expect:

We're looking for someone with a decent educational background.

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  Education requirements: Bachelor’s Degree (Master’s degree preferable)
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  Experience: 10-13 years of experience in functional domain preferably in the telecommunications industry. 3-5 years of experience in Quality Assurance of Customer Service.