Quality Assurance Lead

HiTata Play Fiber is hiring for Quality Assurance LeadLocation : NoidaSkill : Quality Assurance LeadExp : 10 to 15 years exp in Quality Assurance LeadEducation : Any GraduateCommunication : Excellent communicationReporting To – Head - Customer ServiceYour Function – Customer ServiceTeam Size – 2 permanent employees + 10 Outsourced Call Centre Team Hussle Period – Minimum 8 productive hours a day and 5 days a weekIndustry Exp : Preferably in telecommunicationsJob 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 qualityInterested please contact at 9007377402RegardsSabita Roy

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