International Account Quality Specialist (VOIS)

Who we are

VOIS (Vodafone Intelligent Solutions) is a strategic arm of Vodafone Group Plc, creating value for customers by delivering intelligent solutions through Talent, Technology & Transformation.
As the largest shared services organisation in the global telco industry with 30,000 FTE, our portfolio of next-generation solutions and services are designed in partnership with customers across Vodafone Group, local markets, and partner markets to simplify and drive growth. With our strategic partner Accenture, we work alongside our Vodafone customers, other Telco and tech companies to drive transformation, meet the challenges of our industry and ensure we stay relevant and resilient. This partnership is a unique, industry-first model which brings together the best of in-house and 3rd party capability.
We work with customers across 28 countries from 10 VOIS locations: Albania, Egypt, Hungary, India, Romania, Spain, Turkey, UK, Germany, Ireland, and with a network of teams in Czech Republic, Italy, Greece, and Portugal.
#VOIS #BeUnrivalled #CreateTheFuture

About this Role

To audit & evaluate the transaction quality for voice/chat process and ensure process hygiene. To perform data analysis and suggest actions on improvement areas to the operations team in alignment with the overall quality moduel . Coach advisors and provide coaching methodologies to Team managers . Be a subject matter expert.

What you will do

•    Team Performance, Auditing & Coaching, Process correction and close-looping from audited data. Identify & analyse process hygiene indicators
•    Deliver of quality coaching and Guidelines
•    Interacts and Shares updates with advisors, sends reports, standard operating procedure, manuals to all relevant stakeholders, participates in calls. No interface with suppliers and third parties. No direct dealing with end customers.
•    Reports on failures, and facilitates ideation and business improvement ideas
•    This role acts as interface between Quality team and operations to drive process Knowledge and facilitate continuous improvement.
•    Proactively reports to the relevant stakeholders any issues related to system Defects , Process gaps and means of improvements 
•    Repeat Call reports, Call Assessment system, and previous month’s International Account Advisor development plans) to understand quantitative and qualitative results and impacts on the customer experience and contact Centre effectiveness. 

Who you are

• Minimum 1 year in Vodafone , experience In Care & CXX functions is a plus
• Good presentation skills
• Analytical thinking
• Excellent communication skills with good potential in giving feedback and coaching
• Quality orientation
• Good Communication Skills
• Fluent in English, both written and spoken
• Good MS-Office skills.
• Ability to provide constructive feedback and coaching.
• Strong knowledge of quality monitoring processes and KPIs.
• Proficiency in Excel and quality tools.

Not a Perfect Fit?

Concerned you may not meet every requirement? Vodafone is committed to creating an inclusive workplace where everyone can thrive. If you are excited about this role but your experience does not align exactly with every aspect of the job description, you are encouraged to apply. You may be the right candidate for this or another opportunity, and the recruitment team will support you in exploring where your skills fit best. 

What’s in it for you

• Exposure to stakeholder management and organisational change initiatives.
• Career development in leadership and quality management within a global organisation.
• Collaborative and inclusive work environment with continuous learning opportunities.

What skills you will learn

• Advanced leadership and team development techniques.Stakeholder engagement and operational improvement strategies
• Decision-making in complex and dynamic environments.
• Quality assurance methodologies and performance management.Change management and process optimisation.

VOIS Equal Opportunity Employer Commitment

Vodafone recognises and celebrates the value of diversity in building a workforce that reflects the customers and communities it serves. No form of discrimination is tolerated. This includes, but is not limited to, discrimination based on race, colour, age, veteran status, gender, pregnancy, maternity or parental status, ethnicity, disability, religion or belief, political affiliation, trade union membership, nationality, citizenship, indigenous status, medical condition, HIV status, neurodiversity, social origin, cultural background, marital or civil partnership status, or socio-economic background.

Join Us

At Vodafone, we’re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it's our human spirit, together with technology, that empowers us to achieve this.
We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.
With us, you can truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.