Jobs

Interviews
Job Alerts
Tools

Upskill and Grow with AI

Mock Interview Practice interviews in realistic simulations

Coding Practice Improve your coding skills with challenges

Certification Earn certifications to validate your skills

AI Learning Get trained with AI expert sessions

Career Path AI insights for smarter career decisions

AI Job Match Score AI-Powered Job Match Against Your Resume and Optimize Your Resume

Career Tools and Resources

Resume Builder Build Professional Resume with Ease

ATS Friendliness Check Check Resume Friendliness for Applicant Tracking Systems

Auto Apply Apply to hundreds of jobs on any platform effortlessly

Co-Pilot (Chrome Extension) Your AI Assistant for Seamless Browsing Efficiency

Interview Questions Streamline interviews with ready-to-use questions

Salaries Discover market-driven salary insights across skillsets and geographies

Companies Explore leading companies actively hiring talent
For Employers

Home
>
Jobs in noida
>
Tata Play Fiber
>
Lead - Quality Assurance

Lead - Quality Assurance

Tata Play Fiber

10 - 13 years

30 - 35 Lacs

noida

Posted:10 hours ago| Platform:

Apply

Skills Required

ms access compliance ivr quality assurance lead information security analytical billing workflow data mining auditing

Work Mode

Work from Office

Job Type

Full Time

Job Description

What youll be doing:

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

Key Skillset:

Strong Customer Focus

Communication Skills

Analytical Critical Thinking

Team player ability to work in challenging work environment

Attention to details

Data Mining and Analytics using MS Excel and/or MS Access

What youll bring to theteam:

Conduct audits on thecustomer onboarding process, focusing on document compliance, DigitalVerification (DV) process accuracy, Customer Acquisition Form (CAF)warehousing, and contract versus billing reconciliation.

Perform call centreprocess audits covering call quality compliance, tagging accuracy, trainingprocess efficacy, and infrastructure integrity, alongside contract versusbilling reconciliation.

Audit complaint andescalation management processes, ensuring workflow routing correctness, ServiceLevel Agreement (SLA), and escalation matrix configuration accuracy.

Conduct Interactive VoiceResponse (IVR) audits to assess connectivity and workflow efficiency.

Audit self-help channelsfor connectivity, uptime, and routing accuracy of customer inputs.

Share workflowdevelopment inputs based on audit findings.

Analyze customer voicedata and correlate with audit findings to determine performance metrics.

Drive Net Promoter Score(NPS) improvement initiatives for the organization.

Conduct periodic auditsof critical reports to ensure timely availability and accuracy.

Manage end-to-endtraining for new call centre agents and monitor their performance qualitymonthly.

Requirements

What all qualifications dowe expect:

Werelooking for someone with a decent educational background.

Education requirements: BachelorsDegree (Masters degree preferable)

Experience: 10-13 years of experience in functional domain preferably inthe telecommunications industry. 3-5 years of experience in Quality Assuranceof Customer Service.

More Jobs at Tata Play Fiber

Manager - Field Service Delivery

Pune

7 - 15 yrs

INR 11 - 13 Lacs

Lead HRBP, TA, Compliance & L&D

Mumbai

3.0 - 6.0 yrs

INR 3 - 6 Lacs

Lead HRBP, TA, Compliance & L&D

Mumbai, Maharashtra

6.0 - 6.0 yrs

Salary: Not disclosed

MIS & BI - Assistant manager

Noida

7.0 - 12.0 yrs

INR 6 - 10 Lacs

Manager - Field Service delivery

Kalburagi, Mangaluru, Shimoga

5.0 - 10.0 yrs

INR 5 - 13 Lacs

Mock Interview

Practice Video Interview with JobPe AI

Start Job-Specific Interview

Start Your Job Search Today

Browse through a variety of job opportunities tailored to your skills and preferences. Filter by location, experience, salary, and more to find your perfect fit.

Job Application AI Bot

Apply to 20+ Portals in one click

Download Now

Download the Mobile App

Instantly access job listings, apply easily, and track applications.

Enhance Your Skills

Practice coding challenges to boost your skills

Start Practicing Now

Tata Play Fiber

Login to

Please Verify Your Phone or Email

Confirm Action

Lead - Quality Assurance