Quality Manager - 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
We are seeking a Credit to Collections Quality professional to help ensure that the Collections and Payments operation delivers consistently high standards of quality, compliance, customer experience and operational performance.
Based in Pune or Ahmedabad, this role will drive the quality framework across Collections and Payments through audits, calibrations, coaching insights and performance analysis. You will identify opportunities to improve processes, systems and colleague capability, working closely with operational teams and key stakeholders to embed consistent quality standards and support continuous improvement.
The role requires strong knowledge of Collections and Payments processes and experience with quality monitoring and operational systems such as Verint or similar platforms.

What you will do

- Develop and implement a quality management framework aligned with Collections and Payments operations.
- Use quality insights and performance data to improve customer outcomes, compliance and operational effectiveness.
- Conduct regular offline and online calibration audits to ensure adherence to agreed quality standards.
- Analyse quality trends and identify improvement opportunities across Collections and Payments activities.
- Partner with operational teams to define, monitor and embed appropriate quality benchmarks and controls.
- Manage and optimise Verint and related quality tools to support monitoring, reporting and continuous improvement.
- Implement real-time dialler management to optimise operational performance, productivity and customer outcomes.
- Support operational readiness through effective system access, user setup and issue resolution for new and existing colleagues.
- Create and maintain quality forms,



scorecards and evaluation templates aligned with operational and regulatory requirements.
- Identify, monitor and report key performance indicators relevant to Collections and Payments quality and effectiveness.
- Develop process improvements that reduce failure demand, improve right-first-time outcomes and strengthen controls.
- Collaborate across operations, systems, training and stakeholder teams to improve customer journeys and operational efficiency.
- Lead root cause analysis for recurring quality issues and oversee corrective and preventive actions.
- Deliver training, coaching and calibration support to improve quality standards, consistency and colleague capability.
- Promote a culture of quality, accountability and continuous improvement.
- Keep up to date with relevant industry, regulatory and operational practices and apply appropriate learning to the function.
- Prepare regular reports covering quality scores, audit findings, trends and improvement actions.
- Maintain accurate records of monitoring activities, calibrations, corrective actions and governance outputs.
- Ensure documentation and reporting meet internal governance, compliance and operational requirements.

Who you are

- You have strong knowledge of Collections and Payments processes, customer journeys and associated controls.
- You have relevant experience across quality, collections, payments, customer operations or continuous improvement.
- You have experience using quality monitoring and workforce or operational systems, including Verint or similar platforms.
- You demonstrate a strong customer focus and understand how quality standards contribute to better customer outcomes.
- You can build effective relationships and manage stakeholders across functions.
- You have strong analytical skills and can translate quality and performance insights into practical actions.
- You communicate clearly and can coach and influence colleagues and stakeholders effectively.
- You bring a continuous improvement mindset and an interest in digitalisation and automation.
- You are proficient in quality tools, reporting and operational systems.
- You demonstrate attention to detail and a strong commitment to quality, governance and compliance.
- You can adapt effectively in a fast-paced customer operations environment.
- You are comfortable collaborating with offshore and onshore operational teams and can demonstrate flexibility in supporting operational priorities, governance activities and implementation work.





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 prospect, and the recruitment team will support you in exploring where your skills fit best.

Whats in it for you
This role provides the opportunity to contribute directly to quality and customer outcomes within Collections and Payments, while gaining exposure to operational performance, compliance, quality governance and continuous improvement. You will collaborate across operations, systems, training and stakeholder teams and have opportunities to contribute to digitalisation and automation initiatives.

What skills you will learn
Through this role, you can further develop your capabilities in:

- Quality management frameworks within Collections and Payments.
- Verint and quality monitoring tools.
- Online and offline calibration methodologies.
- Real-time dialler performance management.
- Quality scorecards, evaluation frameworks and performance reporting.
- Root cause analysis and corrective and preventive actions.
- Process optimisation and right-first-time improvement.
- Stakeholder management and cross-functional collaboration.
- Coaching, calibration and colleague capability development.
- Digitalisation and automation within customer operations.

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 identity, gender expression, sexual orientation, 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, were 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 be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.

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