About this role
- Manage and leads the service assurance team and ensure proper management is in place for the local team in addition to the Partner team reporting to this role in dotted line, considering trending benchmarks in telecom industry and technology advancements.
- Owns the quality management system strategy and operational implementation as well as execution within the customer service channels, determining, negotiating, and agreeing in-house quality procedures and standards for all commercial sales and servicing.
- Manage and be the voice of the customer through identification of gaps in products and processes supporting and directing improvements.
- Lead and conducts development opportunities by researching other customer services across multiple industries, locally and globally.
- Organizes multi-disciplined approach to measure customer satisfaction across all channels through satisfaction measurement platform, to make sure all designed journeys deliver best customer experience.
- Lead Service Assurance engagement within Customer Experience Transformation initiatives by driving customer-centric improvements across products, services, processes, and customer journeys. Ensure customer feedback, quality insights, complaints analysis, and operational performance data are translated into actionable recommendations, supporting CX governance, readiness assessments, journey optimization, and the successful delivery of strategic transformation programs.
- Ensuring customer operations functions are equipped with the right skills, knowledge, competencies, and empowerment to delight customers and achieve business results.
- Perform any additional project, task or activities assigned/delegated by the Line Manager.
- Bachelor’s degree in business or Telecom or equivalent.
- Minimum 10 years of experience in telecommunications, customer operations, service assurance, quality management, or customer experience functions.
- Proven experience in quality management systems, service performance monitoring, root cause analysis, and continuous improvement programs.
- Understanding and knowledge of NPS, tNPS, and CES analysis.
- Experience in leading cross-functional initiatives and delivering customer experience transformation, service enhancement, and operational excellence projects.
- Professional Certifications and Licensure
- PMP (preferred), COPC (preferred), ISO9001 (preferred)
- Six Sigma certification (preferred)
- CCXP (Certified Customer Experience Professional) (preferred)