Job Purpose
Manage Quality resolution of issues with the help of circle, corporate vertical teams for a group of circles
Analyse the reason for the escalation and provide quick resolution
Arrest the possibility of issue reoccurrence
Analysing gaps in the process/people/product
By ensuring gaps addressed with the help of respective vertical/functional team


Key Result Areas/Accountabilities
Manage Quality Resolution:
Ensure timely closure of the issues to deliver Service Levels
Minimal repeat of the issues from the closures
Quality of resolution scores : TNPS
Continuous improvement in Improved productivity

Arrest Possibility of recurrence:
Analyse the category wise issue escalations and repeats- Repeat issue %
Issues closed with other verticals/functions in deploying automation, proactive resolution


Core Competencies, Knowledge, Experience
Knowledge and Subject Matter Expertise around VIL processes, and systems
Excellent analytical skills to identify the process/product gaps and provide resolution
Self-motivated, willing to excel
Operational experience with all phases of telecom customer life cycle like call centre, back office, retention


Must have technical / professional qualifications
Graduate/Post Graduate/ MBA with a min 5-7 years of experience in various customer service roles with expertise in managing operations and management experience
Good Analytical Skills


Who can Apply
Corporate & Circle colleagues currently handling similar roles are eligible.