Head Service Assurance

What you’ll be doing:

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

Key Skillset:

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  Strong Customer Focus
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  Analytical & Critical Thinking
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  Team player & ability to work in challenging work environment
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  Data Mining and Analytics Attention to details

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  Develop and enforce service quality standards and Key Performance Indicators (KPIs).
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  Monitor network performance and customer service metrics.
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  Identify improvement areas and implement corrective measures.
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  Lead a team of service assurance specialists in resolving customer issues promptly.
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  Ensure timely resolution of technical and service-related problems.
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  Establish escalation procedures for complex issues.
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  Collaborate with network engineering teams to uphold network integrity.
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  Develop and execute maintenance plans to minimize service disruptions.
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  Proactively identify and address potential network issues before they impact customers.
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  Recruit, train, and cultivate a high-performing service assurance team.
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  Provide guidance, coaching, and feedback to team members. Foster a culture of continuous improvement and excellence.
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  Monitor customer feedback to gauge satisfaction levels.
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  Implement initiatives to enhance overall customer experience.
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  Address customer complaints with a focus on resolution and retention.
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  Ensure compliance with industry regulations and standards.
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  Prepare regular reports on service quality, issue resolution, and network performance for senior management review.

Requirements

What all qualifications do we expect:

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  Education requirements: Bachelor’s Degree/master's degree preferable
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  Experience:10-18 years of Experience in functional domain preferably in the telecommunications industry.

Join us as:

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  Grade – M3
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  Where at – Noida
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  Reporting To - Head - Customer Service
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  Your Function – Customer Service
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  Team Size – 4 permanent employees + off-roll
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  Hussle Period – Minimum 8 productive hours a day and 5 days a week
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  Job Type – Permanent