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 Regards Sabita Roy

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