Manager - Quality

Vodafoneidea; Surat; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Vodafone Idea in India is seeking a Manager – Quality (M1) to lead a team of Field Engineers focused on RAN performance and customer experience in the Vapi region. You will drive monitoring, troubleshooting, and optimization to deliver superior voice and data experience for customers in your zones.

You will apply deep radio network expertise, manage people, and coordinate with partners to ensure timely resolutions and continuous improvement across KPI metrics.

Qualifications

• Deep knowledge of radio network parameters and optimization across 2G/3G/4G/VoLTE.
• Strong analytical skills to troubleshoot KPI degradation and customer complaints.
• Proven people management and cross-functional coordination abilities.
• Customer-centric, innovative, ambitious with calculated risk taking.

Responsibilities

• Daily tracking of network and customer experience KPIs across technologies.
• Lead field engineers to monitor, troubleshoot, and optimize network performance.
• Coordinate with partners, SNOC and FO teams for timely resolution of issues.
• Drive zonal network complaints analysis and visits for resolutions.
• Engage with Zonal business/CS for complaints management and improvements.
• Prioritize network experience programs based on TNPS, NPS and KPIs.

Skills

Radio network optimization

Data analytics

People management

Cross-functional coordination

Customer-centric mindset

Education

B-Tech Electronics & Telecommunications

Job description

Job Description:

Role

Manager – Quality

Job Level/ Designation

M1

Function / Department

Technology/Quality

Location

Vapi

Job Purpose

This role will be accountable for Quality and Performance of RAN network and to lead a team of Field Engineers to ensure prompt monitoring, trouble shooting and optimization of Network to deliver superior voice & data experience to customers in their respective zones.

Key Result

Areas/Accountabilities

• Daily tracking of Network and Customer experience KPIs for all technologies like Accessibility, Retainability, Data Speeds, Voice Quality and target oriented action plan for regular improvement and consistent experience.
• Drive worst cell analysis of all technologies and coordinate with partners, SNOC and FO team to timely resolution
• Utilization monitoring of key nodes in respective zones and proactive action to maintain the utilization with in thresholds
• Zonal Network complaints analysis. co-ordination with TSG lead and drive field team for complaints visits and resolution
• Engagement with Zonal business/CS teams for Network complaints management and drive network performance improvement and perception programs
• Prioritize network experience improvement programs basis customer centric KPIs like TNPS, NPS, Network complaints etc.
• Regular drive tests and benchmarking of Network rollout/ performance with competitors, and share insights to Zonal business team and Circle central team
• Building strong relationships with cross verticals

Core Competencies,

Knowledge, Experience

• In-depth technical knowledge in radio network parameters & optimization (2G/3G/4G/VoLTE)
• Excellent domain knowledge and on- field optimization experience
• Very good analytical skills to trouble shoot network quality KPI degradation/ customer complaints
• People management capability, very good cross functional co-ordination.
• Customer centric, Innovative , Ambitious and competitive, Calculated risk taking & task oriented

Education

Knowledge

Skills/Ability

B-Tech Electronics and Telecommunications with 8+ years of experience

Requirements: