Job Description

What you'll be doing:
To monitor and improve quality across various customer operations processes and customer touch points by means of regular and structured audit mechanism.
Key Skillset:

• Strong Customer Focus
• Analytical & Critical Thinking
• Team player & ability to work in challenging work environment
• Data Mining and Analytics Attention to details

• Develop and enforce service quality standards and Key Performance Indicators (KPIs).
• Monitor network performance and customer service metrics.
• Identify improvement areas and implement corrective measures.
• Lead a team of service assurance specialists in resolving customer issues promptly.
• Ensure timely resolution of technical and service-related problems.
• Establish escalation procedures for complex issues.
• Collaborate with network engineering teams to uphold network integrity.
• Develop and execute maintenance plans to minimize service disruptions.
• Proactively identify and address potential network issues before they impact customers.
• Recruit, train, and cultivate a high-performing service assurance team.
• Provide guidance, coaching, and feedback to team members. Foster a culture of continuous improvement and excellence.
• Monitor customer feedback to gauge satisfaction levels.
• Implement initiatives to enhance overall customer experience.
• Address customer complaints with a focus on resolution and retention.
• Ensure compliance with industry regulations and standards.
• Prepare regular reports on service quality, issue resolution, and network performance for senior management review.

Skills Required