Quality Assurance Lead

HiTata Play is hiring for Quality Assurance LeadLocation : NoidaSkill : Quality Assurance LeadExp : 10 to 15 years exp in Quality Assurance LeadEducation : Any GraduateCommunication : Excellent communicationReporting To – Head - Customer ServiceYour Function – Customer ServiceTeam Size – 2 permanent employees + 10 Outsourced Call Center Team Hussle Period – Minimum 8 productive hours a day and 5 days a weekIndustry Exp : Preferably in the telecommunicationsJob descriptionConduct 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 qualityInterested please contact at 9007377402RegardsSabita Roy