Manager Service Design Auditor - DGM (Job code: JB00043004)

1 more candidate(s) also applied for this job.

Posted on - 11/01/2017

 
  • Key Skills:
    Candidate should have MBA/Post Graduate,Job experience in Relevant industry.
    Industry:
    Retailing, Telecom
  • Functional Area:
    Marketing / MR / Media Planning, Customer Service / Telecalling / Backend
    Functional Specialization:
    NA
  • Qualification:
    MBA / PGDBM
    Qualification Specialization:
    NA
  • Location:
    Mumbai
  • Experience:
    15 - 16 yrs.
  • Yearly Salary:
    Negotiable
 

JOB DESCRIPTION :

Job Title:

Job Title:  Manager Service Design Auditor - DGM



Qualification:  MBA/Post Graduate

Please mention minimum grade/percentage, if over and above organizational guidelines, as well as names of institutes, if applicable)

nes, as well as names of institutes, if applicable)



Experience :   Must Have 15 years.

Job Description:

Reporting to : Manager Service Design

Job Mandate:

This resource is required to understand the product in detail, test out each and every feature of the product from Product lifecycle, Customer Lifecycle, and Customer Care processes perspective. Review and audit the product deployment across all customer touch points.

Key Responsibilities :

  • Ensure Product readiness audit before launch across states
  • Ensure uniform product deployment & governance across states
  • Collaborate with State OC, NHQ OC (other functions) to identify and report the key product issues & process gaps
  • Build the test cases for validating the customer journey across customer care processes specific to launch ready products and services
  • Ensure continuous product audit post commercial launch
  • Product deployment at all CARE touchpoints for effective training
Report the findings and seek closure / coordinate to get the issues resolved

Knowledge & Skills

Knowledge on telecom products is mandatory

Basic level of Excel / Word / Powerpoint is mandatory

Creative thinking skills

Problem solving skills

Quality & Process focused

Activities in a  Day  in Life

  • Will work in general shift (Regular Office Hours at NHQ)
  • Will be located in OC

Pre-launch of Product

  • End-to-End Product testing at NHQ
  • Facilitating & Coordinating with states for conducting end-to-end testing
  • Review the uniformity in deployment of product and its governance across states
  • Collaborate with State OC to highlight the key issues and gaps
  • Validating the customer care journey across customer care processes

Post Product Launch

  • End-to-End Continuous Product audit & testing at NHQ
  • Facilitating & Coordinating with states for conducting end-to-end testing
  • Collaborate with State OC to highlight the key issues and gaps

Product Deployment at Care touch points

Coordinating with States to ensure uniform product deployment at all Care touchpoints (includes the deployment of products in Call Centre product LAB)

company profile :Rel_J

Rel

attach documents :

Please apply to attach document.

DISQUS

comments powered by Disqus

 

YOU MAY ALSO LIKE