Key Responsibilities

Quality Governance & Assurance

Design and implement process governance frameworks, standards, operating models and quality assurance controls across Opportunity to Order to Fulfilment journeys.
Conduct audits as per defined standards, identify process gaps, enforce compliance, and ensure adherence to agreed operating standards.
Maintain structured documentation of audit observations, issue logs, RCA inputs, risks and closure status.

Own the customer NPS improvement agenda for sales journey / processes.
Review customer and sales feedback, complaints and process signals to identify recurring themes and actionable improvement areas.
Convert feedback insights into prioritized action plans, drive implementation with stakeholders, and gauge impact through NPS, complaints, cycle time and quality movement.

Use data, audit insights and customer / channel feedback themes to drive process excellence, re-engineering and continuous efficiency improvement initiatives.
Partner with Sales, IT, Product, Commercial, CX and Governance teams to integrate automation, quality controls and process optimization into business operations.
Maintain disciplined tracking from issue identification to closure, including ownership, timelines, adoption, compliance adherence and benefit realization.

Build and publish quality scorecards, NPS movement dashboards, audit dashboards and action trackers with clear risk, owner and action view.

Present concise insights and progress updates in governance forums and leadership reviews.

Customer NPS improvement for identified journeys / processes
% customer and sales feedback themes converted into actionable improvement items
% action items implemented within agreed timelines and measured for impact
Number of quality audits completed vs plan
% audit gaps / process issues closed within timelines
Process quality score improvement QoQ / YoY
Reduction in complaints, defects, rework, manual touchpoints and cycle time
Audit outcome: zero critical findings / repeat non-compliances

8-12 years of experience in quality governance, process excellence, customer experience or sales operations.
Strong working knowledge of quality assurance, audit practices, structured RCA and issue tracking.
Experience in process reengineering, automation and continuous improvement; Lean / Six Sigma exposure preferred.
Strong data analysis, dashboarding and insight generation capability.
Ability to influence cross-functional teams and drive closure without direct authority.
Telecom / B2B enterprise workflow exposure, especially Sales Order Management, preferred.

Design and implement process governance frameworks, standards and operating models across functions.
Execute quality assurance activities and conduct audits as per defined standards.
Identify process gaps, document issues clearly, enforce compliance and support structured reporting.
Drive process excellence, re-engineering initiatives and continuous efficiency improvements through data, audit and feedback insights.
Integrate automation, quality controls and process optimization into business operations.
Leverage customer, channel and sales feedback to derive actionable insights, improve processes and enhance experience.
Track issues rigorously and ensure follow-through until resolution, adoption and impact measurement.
"D:\OneDrive - Tata Teleservices Limited\Desktop\JD - Lead - Quality Process_Excellence ( Generate ).pdf"

Job description provided by Tata Tele Business Services.
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