Role

Lead - Process Audit, Customer Experience & Training, Circle

Job Level/ Designation

M2 / Deputy General Manager - Assistant General Manager

Function / Department

Customer Service

Reporting

VP and Circle Customer Service Head / Circle Customer Service & Postpaid Head

Location

Circle (Any of the 14 circles)

Job Purpose

The Process Audit, Customer Experience & Training Lead is responsible for the end-to-end service excellence framework by integrating rigorous process auditing, digital adoption, data-driven customer experience (CX) improvements, and standardized training operations across all circle touchpoints. This role is responsible for driving project execution and ensuring absolute compliance as per corporate guidelines while translating TNPS, VOC, TNI, 3PSDG insights into process and actionable outcomes at the circle level. By managing the full training lifecycle—from new hire onboarding and campaign rollouts to data-led refresher programs for existing staff—the Lead ensures a high-performing workforce capable of delivering consistent, superior service experience.

Key Result Areas/Accountabilities

1. Operational Integrity: Execute and translate end-to-end audit findings, detractor feedback, free text analytics and CRM tagging into structured action plans across 3PSDG categories, track closure to impact and ensure 100% adherence to corporate norms (KMS/LMS) and hiring-to-production protocols.

2. Service Experience: Drive Circle TNPS targets across assisted and digital channels by minimizing detractors through friction-point resolution, translating VOC/ insights into actionable process improvements / service recovery plans and accelerating Digital Service Request (DSR) adoption.

3. Training Operations: Execute full-lifecycle training programs (Onboarding, Upskilling, Remedials), digital learning interventions, ensure training throughput and achieve defined post-training Quality benchmarks.

4. Projects & Capability: Drive special projects to improve CX, go digital and eliminate systemic process gaps by using structured Root Cause Analysis (RCA) across customer journeys, service failures, defect dispositions and targeted Training Needs Identification (TNI) and refreshers to bridge skill gaps.

5. Governance: Act as the bridge between Circle and Corporate teams to socialize critical VOC/ Audit insights, ensure compliance to defined audit frameworks whilst maintaining quality benchmarks and partner with cross functional teams to enhance customer journeys across lifecycle stages.

Core Competencies, Knowledge, Experience

• Core Competencies: Strong customer centric mindset, influence, create and work with cross-functional, high-impact stakeholder and partner-led environments. Strong executive communication with the ability to simplify complexity into insights. Excellent presentation and delivery skills.

• Knowledge: CS Business processes (SOP), Systems (CRM, Billing system, Data mining. Lean, AI driven CX and Six Sigma tools is an advantage.

• Experience: 5–7 years in Telecom / Retail / Service operations with 3 to 4 years in managing quality projects, operational experience with all phases of telecom customer life cycle and delivering training in large organizations.

Must have technical / professional qualifications

University Degree Or an equivalent academic qualification.

Technical Knowledge: Proficient in Microsoft Office (Excel, PowerPoint, MS Access)