Job Description

About _VOIS India_VOIS (Vodafone Intelligent Solutions) is a strategic arm of Vodafone Group Plc, creating value and enhancing quality and efficiency across 28 countries, and operating from 7 locations: Albania, Egypt, Hungary, India, Romania, Spain and the UK.
Over 29,000 highly skilled individuals are dedicated to being Vodafone Group\'s partner of choice for talent, technology, and transformation. We deliver the best services across IT, Business Intelligence Services, Customer Operations, Business Operations, HR, Finance, Supply Chain, HR Operations, and many more.
Established in 2006, _VOIS has evolved into a global, multi-functional organisation, a Centre of Excellence for Intelligent Solutions focused on adding value and delivering business outcomes for Vodafone.About _VOIS Centre IntroIn 2009, _VOIS started operating in India and now has established global delivery centres in Pune, Bangalore and Ahmedabad. With more than 14,500 employees, _VOIS India supports global markets and group functions of Vodafone, and delivers best-in-class customer experience through multi-functional services in the areas of Information Technology, Networks, Business Intelligence and Analytics, Digital Business Solutions (Robotics & AI), Commercial Operations (Consumer & Business), Intelligent Operations, Finance Operations, Supply Chain Operations and HR Operations and more.Job Responsibility

• Role: Employee listening Technical Leads
• In this role, you will lead on the technical activities on the Medallia employee listening programme. You should be familiar with the Spirit of Vodafone behaviours and our employee listening roadmap.
• Overview of role:
• Back-end access to platform to support with technical activities that fall under Vodafone self-service model:
• market code exclusions; file loads for self-service imports,
• general user access and platform support (troubleshooting user access problems and determine flow for triage, technical issues),
• assign incidents to Medallia based on incident type ( fielding technical queries on helpdesk)
• actioning change requests to support global and local surveys (survey configuration: adding/removing questions, updating market translations, survey scheduling, create surveys based on SMS, E-mail, User Data Entry / Multi select options).
• Support with the collation of hierarchy and user files for Outsourced Spirit Beat.
• Validate and complete Spirit Beat translations file in Medallia file format and share for upload.
• File preparation for Spirit Beat: Participation Rates and Super User access (participation file is super users with access to check progress on survey completion for their market or function based on leader assignment and super user access is visibility to results based on leader/s assignment) and provide to UAM team to process user updates in Medallia platform.
• File preparation for Outsourced Spirit Beat until transition to automated process is in place: Participation Rates, Super User access and Results access. (participation file is super users (internal and external users) with access to check progress on survey completion for their market or function based on market/partner/location and super user access is visibility to results (internal and external users) based on market/partner/location permission filtering).
• Responding to technical Spirit Beat and all survey queries raised on helpdesk .
• Work collaboratively on key solution architecture, data models and technical activities.
• Central point of contact for self-service surveying for markets - receive requests from markets on self-service requests, survey design, translations, dashboards, survey invitations based on scheduled dates.
• Monthly review of comments available on CX dashboard and remove any unsavoury comments.
• Monthly upload of CX Deep detractor % and lifecycle NPS scores into Medallia as provided by Group Commercial Consumer team.
• Alignment between the resources that support commercial and team who will support EX. i.e. same team / shared resources shared knowledge, as a lot of the functionality will be the same.
• Support additional platform tasks as we extend employee listening scope (e.g. candidate surveying - upload/configuration of translations, edits to questions).
• Successfully completed the learning paths in Medallia Navigator (Medallia online training database) and Self-service training and certification for self-service activities.
• Medallia Experience Platform & Medallia platform certification is mandatory requirement to get access to Medallia platform to provide future support: Administrator advanced training for Medallia accreditation (customer administrators test their knowledge of Medallia and Experience skills to ensure they\'re leveraging the full power of Medallia. Intended for customers with some experience using the system and configuring in Admin Suite. Basis the current understanding primary skill-set required to support is HTML / XML / JavaScript / Regular expressions for data validation.

_VOIS Equal Opportunity Employer Commitment_VOIS is proud to be an Equal Employment Opportunity Employer. We celebrate differences and we welcome and value diverse people and insights. We believe that being authentically human and inclusive powers our employees\' growth and enables them to create a positive impact on themselves and society. We do not discriminate based on age, colour, gender (including pregnancy, childbirth, or related medical conditions), gender identity, gender expression, national origin, race, religion, sexual orientation, status as an individual with a disability, or other applicable legally protected characteristics.As a result of living and breathing our commitment, our employees have helped us get certified as a Great Place to Work in India for four years running. We have been also highlighted among the Top 5 Best Workplaces for Diversity, Equity, and Inclusion, Top 10 Best Workplaces for Women, Top 25 Best Workplaces in IT & IT-BPM and 14th Overall Best Workplaces in India by the Great Place to Work Institute in 2023. These achievements position us among a select group of trustworthy and high-performing companies which put their employees at the heart of everything they do.
By joining us, you are part of our commitment. We look forward to welcoming you into our family which represents a variety of cultures, backgrounds, perspectives, and skills!Apply now, and we\'ll be in touch!Vodafone is committed to attracting, developing and retaining the very best people by offering a motivating and inclusive workplace in which talent is truly recognised and rewarded. We are committed to promoting Inclusion for All with the belief that diversity plays an important role in the success of our business. We actively encourage everyone to consider becoming a part of our journey.

Vodafone