Head Service Assurance ( AGM )

Hello,We are looking for people with passion, curiosity & conviction, people who are eager to break away from conventional roles and do 'jobs never done before'.More About us - https://www.tataplayfiber.com/ 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:Strong Customer FocusAnalytical & Critical ThinkingTeam player & ability to work in challenging work environmentData Mining and Analytics Attention to detailsWhat you’ll bring to the team:Develop and enforce service quality standards and Key Performance Indicators (KPIs).Monitor network performance and customer service metrics.Identify improvement areas and implement corrective measures.Lead a team of service assurance specialists in resolving customer issues promptly.Ensure timely resolution of technical and service-related problems.Establish escalation procedures for complex issues.Collaborate with network engineering teams to uphold network integrity.Develop and execute maintenance plans to minimize service disruptions.Proactively identify and address potential network issues before they impact customers.Recruit, train, and cultivate a high-performing service assurance team.Provide guidance, coaching, and feedback to team members. Foster a culture of continuous improvement and excellence.Monitor customer feedback to gauge satisfaction levels.Implement initiatives to enhance overall customer experience.Address customer complaints with a focus on resolution and retention.Ensure compliance with industry regulations and standards.Prepare regular reports on service quality, issue resolution, and network performance for senior management review.What all qualifications do we expect:Education requirements: Bachelor’s Degree/master's degree preferableExperience:10-18 years of Experience in functional domain preferably in the telecommunications industry.Join us as:Grade – M3Where at – NoidaReporting To - Head - Customer ServiceYour Function – Customer ServiceTeam Size – 4 permanent employees + off-rollHussle Period – Minimum 8 productive hours a day and 5 days a weekJob Type – PermanentWhat policy, compliance we follow:Safeguard the organization’s processes and policies.Strict adherence to SOP and the defined processesEncourage consistent and continuous compliance is followed by all employees and vendors with safety and regulatory requirements, standards, and protocols.Confirm your actions are compliant as per Information Security Policy.