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.

Customer NPS &

- Feedback Improvement

- 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.

Process Excellence &

- Continuous Improvement

- 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.

Dashboards, Reviews &

- Leadership Reporting

- 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.

KPIs / Success Metrics

- 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

Experience &

- Skills

- 8-12 years of experience in quality governance, process excellence, customer experience or sales operations.

- Solid 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.

Core Competencies

- 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 LimitedDesktopJD - Lead - Quality Process_Excellence ( Generate ).pdf"

📌 Lead - Quality & Process Excellence (Noida)
🏢 Tata Teleservices
📍 Noida