| Job Title: |
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Specialist QoS Complaints Analyst |
| Category: |
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Quality Assurance (QA) |
| Job For: |
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Student/Alumni |
| Total Positions: |
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1 |
| Job Location: |
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Islamabad |
| Gender: |
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Both |
| Minimum Education: |
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Bachelors |
| Degree Title: |
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Hold a Bachelor’s in Engineering (Electrical, Telecommunication, Electronics, Computers). |
| Career Level: |
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Experienced Professional |
| Minimum Experience: |
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4 Years |
| Salary Range: |
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PKR 0 to 0 per Month |
| Apply By: |
|
Sep 22, 2014 |
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| Job Description: |
The ideal candidate should:
- Hold a Bachelor’s in Engineering (Electrical, Telecommunication, Electronics, Computers).
- Should have 4-6 years of relevant working experience in Operations or Optimization roles.
Be specialized in the area of RAN /CS Core/PS Core/ IN&VAS platforms
Job Description
- Determine subscriber perceived end-to-end network quality of service through customer complaints trends and analysis.
- Responsible to receive High Impact customer complaints, liaise with respective technical teams for immediate analysis and resolution.
- Conduct regular trending and analysis of trouble tickets to determine chronic network faults leading to their permanent fix and future prevention.
- Act as a single point of contact from Technology with Commercial for addressing all of their issues.
- Being owner of overall complaints process b/w CC and Technical, ensure timely and genuine resolution of all Trouble Tickets within defined SLA.
- Regular communication with customer care and sales teams for recording their voice on network problems.
- Drive internal technical systems and processes to meet customer requirements.
- Responsible for developing and improving procedures/processes with Customer Care and other Technical departments for efficient dealing of subscriber issues.
- Conduct training sessions within team and for Customer Care for the purpose of educating them regarding better handling of customer technical problems.
- Keep the documentation of identified issues, their analysis and resolution details.
Essential Skills
- Knowledge and working experience on any of RAN, CS Core, PS Core, IN&VAS platforms.
- Good statistical analysis and technical reporting/presentation skills.
- Project Management experience.
- Proficiency in operating MS Office suite
Desirable Skills
- Good interpersonal skills and be a strong team player.
- Takes initiative and ability to work under pressure.
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| Company Information |
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Company Name: Jazz
Company Description:
Jazz is Pakistan's leading telecom service provider, spearheading service excellence and product innovation in the country. With a subscriber base above 50 million and a legacy of more than 20 years, Jazz maintains market leadership through cutting-edge, integrated technology, the strongest brands and the largest portfolio of value added services in the industry. Housing a nation-wide network of contact centers and an unparalleled fibre optic backbone of more than 10,000 kilometers,
Jazz has already invested billions of dollars in the country to date. It also provides uninterrupted countrywide connectivity, unmatched customer services and international roaming in over 150 countries. As a responsible entity, the company passionately supports education, health and environmental initiatives and promotes sustainable business practices.
Jazz offers exclusive personalized tariff plans that empower customers and cater to the communication needs of a diverse group of people, from individuals to businessmen to corporate and multinationals. Through its innovative services and products, Jazz is set to bring about a digital revolution that will enable and transform societies towards a more progressive Pakistan.
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