Tata Teleservices—Quality Lead - Fulfil

Job description

Description: Quality governance framework - Define and institutionalize Fulfil quality standards, process markers, audit checklists, scoring methodology, and governance cadence. - Create a standardized process quality score covering coverage, cycle time, defects, rework, automation index, compliance, and customer impact. - Ensure QA involvement in all major Fulfil change interventions, system changes, and process redesign discussions before rollout. Process download to functional team / CFT, audits and assurance - Conduct structured Process downloads to teams in fulfil, conduct audits across critical stages from, order validation, feasibility, provisioning, installation, testing, closure, billing handoff, and post-fulfil hygiene. - Identify process gaps, manual interventions, compliance deviations, data quality issues, handoff failures, and customer-impacting risks. - Publish audit observations with severity, ownership, target closure date, control gaps, and preventive action requirements. Root cause analysis and corrective action - Lead RCA for repeat defects, delayed orders, hold reasons, rework, failed closures, billing mismatches, customer escalations, and avoidable exceptions. - Drive CAPA closure with clear owner accountability, evidence-based validation, and recurrence-prevention controls. - Convert audit findings into actionable improvement charters with defined benefits and measurable impact. Process excellence and automation - Partner with Fulfil, IT, Product, Commercial, Sales, Governance, and field teams to simplify processes and remove non-value-added steps. - Identify digitization opportunities for workflow automation, system controls, stage-gate governance, exception handling, and dashboard automation. - Promote first-time-right execution through preventive controls, validation rules, and process discipline. Quality scorecards and leadership reviews - Build and publish QA scorecards, red-amber-green dashboards, risk heatmaps, action trackers, and business-impact views. - Present insights in leadership forums with concise commentary on risks, root causes, accountability, and required decisions. - Track adoption of corrective actions and ensure benefits are validated after deployment. Stakeholder management and capability building - Work cross-functionally with Fulfil operations, Service Delivery, Sales, Product, IT, Finance, Commercial, field partners, and governance teams. - Coach process owners and functional leads on quality expectations, audit readiness, defect prevention, and metric interpretation. - Create a culture of measurable quality ownership rather than inspection-only compliance. Critical Measures / KPIs Measure Definition / What to track Indicative Target / Expectation Business Impact Process Quality Score Composite score across audit compliance, defect rate, rework, data quality, cycle time adherence, and CX impact. QoQ / YoY improvement; no deterioration in critical process markers. Improves predictability, control, and leadership visibility. Audit Plan Adherence Number of audits completed vs approved audit calendar across critical Fulfil stages. >= 95% adherence to plan. Ensures adequate assurance coverage and early risk detection. Critical Findings Critical audit observations impacting customer, revenue, compliance, or billing accuracy. Zero open critical findings beyond agreed timeline. Reduces customer and business risk. Gap Closure Timeliness % of audit gaps closed within committed target date with validated evidence. >= 90% closure within timeline. Improves accountability and execution discipline. First-Time-Right Fulfilment % orders completed without rework, avoidable hold, data correction, or reprocessing. Continuous improvement by process and circle/function. Reduces cycle time and operational effort. Cycle Time Reduction Reduction in controllable TTL fulfilment time, stage aging, and avoidable delay buckets. Improvement vs baseline and AOP commitment. Accelerates delivery and revenue realization. Automation / Manual Touchpoint Reduction % reduction in manual entries, offline files, duplicate updates, or manual approvals. Measured reduction with each improvement release. Improves scalability, accuracy, and governance. CX Impact NPS, complaints, repeat follow-ups, escalation incidence, and customer-impacting fulfilment defects. Improvement vs baseline with RCA linkage. Strengthens customer experience and retention. Efficiency Gain Validated value of productivity, cost avoidance, effort savings, or working-capital / revenue benefits. Monthly / annualized benefit quantified. Links QA to measurable business outcomes. Adoption & Control Effectiveness Usage of new controls, dashboard adoption, recurring exceptions, and recurrence after CAPA. Sustained adoption and reduced recurrence. Ensures improvements are embedded, not one-time fixes. Qualification, Experience & Skills Education Graduate degree in Engineering, Technology, Business, Operations, or equivalent. MBA / PG qualification will be an advantage. Experience 8-12 years of experience in Quality Assurance, Process Excellence, Fulfilment, Service Delivery, Operations, Telecom, B2B enterprise workflows, or transformation roles. Preferred Certifications Six Sigma Green Belt / Black Belt, Lean, ISO/QMS, project management, data analytics, or process improvement certification preferred. Domain Knowledge Understanding of Opportunity-to-Order, order validation, provisioning, installation, testing, hold governance, closure, billing handoff, and partner / field operations. Technical Skills Strong data analysis, dashboarding, trend interpretation, RCA, process mapping, SOP/control design, audit methodology, and business case quantification. Digital Skills Working knowledge of workflow systems, CRM/order management tools, field applications, Power BI/Excel dashboards, automation use-cases, and system control design. Leadership Skills Cross-functional influencing, executive communication, stakeholder alignment, ambiguity management, structured problem solving, and ownership mindset. Core Competencies - Quality mindset with strong focus on preventive controls and measurable assurance. - Ability to separate operational KPIs from true QA indicators and convert both into action-oriented governance. - Strong RCA discipline and comfort with data-backed decision making. - Stakeholder influencing across Sales, Fulfil, IT, Product, Commercial, Finance, Governance, and field partner teams. - Executive communication with clear risk, action, impact, and decision framing. - Continuous improvement orientation with ability to simplify, standardize, digitize, and sustain controls. Key Deliverables - Fulfil QA framework, audit calendar, process markers, sampling methodology, and scoring model. - Monthly QA scorecard and leadership dashboard with risk heatmap, ageing, owners, and closure status. - Audit reports with severity classification, RCA, CAPA, preventive controls, and evidence validation. - Improvement pipeline covering process simplification, automation, data quality, cycle-time reduction, and CX improvement. - Quarterly business-impact statement quantifying revenue, efficiency, cost, cycle-time, and customer-experience benefits. Critical Success Expectations Horizon Expected Outcomes Evidence of Success First 90 Days Baseline process quality score, audit plan, process markers, dashboard structure, and top risk register established. Approved framework, baseline scorecard, audit calendar, and first risk / action report. First 180 Days Recurring audit cadence, gap closure governance, CAPA validation, and improvement charters active. Closure adherence, RCA quality, reduction in repeat findings, and leadership dashboard adoption. First 12 Months QA operating model embedded with measurable impact across cycle time, rework, automation, CX, and efficiency. Sustained score improvement, validated business benefits, and reduced critical defects. Interfaces / Key Stakeholders - Fulfil Operations, Service Delivery, Sales, Product, IT / Automation, Commercial, Finance, Governance, Field Operations, and partner teams. - Leadership forums for quality governance, process excellence review, risk review, customer-impact review, and transformation review. Role Fit - Ideal Candidate - Strategic and execution-focused with strong ownership mindset. - Comfortable operating in ambiguity while creating structure, governance, and measurable outcomes. - Able to convert quality observations into business impact and leadership-ready narratives. - Balanced orientation toward audits, process excellence, automation, and customer experience.