Quality Assurance Lead (Customer Service Operations)

Hi Tata Play Fiber is hiring for Quality Assurance Lead
Skill : Quality Assurance Lead
Exp : 10 to 15 years exp in Quality Assurance Lead
Education : Any Graduate
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
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.
Audit self-help channels for connectivity, uptime, and routing accuracy of customer inputs.
Analyze customer voice data and correlate with audit findings to determine performance metrics. Drive Net Promoter Score (NPS) improvement initiatives for the organization.
Manage end-to-end training for new call centre agents and monitor their performance quality