Fixed Channel Quality Senior Specialist

Overview

• Owns one best way in call center channels and retail, determining, negotiating, and agreeing in-house quality procedures and standards for all commercial sales and servicing and ensure home products related scenarios are captured and updated, considering trending benchmarks in telecom industry and technology advancements.
• Leads Fixed calibrations across channels. Ensures Fixed customer interactions across channels are evaluated based on the defined standard and checklist.
• Leads quality reviews with vendors (Offshore operations) including calibrations on customers interactions (chat, calls, and app).
• Implements Home products (Fiber and 5G) governance with stakeholders to share product performance, customer experience, audit findings and drive continuous improvement.
• Lead and perform customer insights analysis (TNPS and fixed NPS). Organizes multi-disciplined approach to measure all contact center and retails journeys through TNPS system, to make sure all designed journeys deliver on both experience and commercial targets.
• Identify process and products gap and drive continuous improvement within the Function and commercial team, be able to lead the discussions and provide structured and clear problem statement and change request.
• Contribute to strategic projects as a Subject Matter Expert. Coordinate within the Function to provide feed-back and insights from quality monitoring process to improve products and process and implement needed changes.
• Contribute on evaluating Fixed customer experience across channels (including web, app experience and journey evaluation/testing)
• Prepare weekly, monthly presentations and insights. Ensures accurate Fixed product information is available and up to date in the knowledge portal and liaise with the content owner for information update.
• Perform any additional project, task or activities assigned/delegated by the Line Manager.
• Bachelor’s degree in Telecom or equivalent
• Minimum 5 years of relevant experience in Telecommunication customer service with in-depth knowledge of telecom CX operation.
• Deep understanding of Fibre and 5G products and services and Channel Systems/process.
• Thorough understanding of service quality, quality standards and customer experience.
• Proficiency English, Arabic (preferred), Hindi/ Malayalam (would be a plus)