Description
Role Purpose
To monitor, analyse and report mobile service quality offered to our customers, for all main services including data, voice and messaging regardless the technology 2G/3G/LTE. Define the adequate indicators to measure each service and explore new tooling options. Highlight any degradation on service indicators and proactively work for service improvement.
Role Accountabilities
To monitor, analyse and report mobile service quality offered to our customers, for all main services including data, voice and messaging regardless the technology 2G/3G/LTE.
Define the best way to measure service quality and network costumer experience based on passive probing indicators
Search for indicators and explore new tools which better represent customer experience with Vodafone network and services.
Deploy alarms and dashboard system for Real Time monitoring and incidence triggering
Periodic quality analysis and reporting, highlighting service performance degradation and working for network improvement
Work cross functionally in relation to troubleshooting and solving service degradations
Determine and report incidence impact in customer services
Produce Weekly/Monthly and ad hoc reports illustrating the Customer Experience across all Vodafone services and Customer touchpoints..
Guarantee data integrity and accuracy in probing tools and used indicators.
Work cross functionally in relation to troubleshooting and solving service degradations
Monitor and provide insights to improve the experience for corporate accounts or groups or segmentation of costumers
Producing reports to different business functions, and different layers of management
Liaise with customer experience business unit to gain a deeper understanding of underlying technology themes leading to poor CDI/NPS
Promote innovative use cases for our customer experience data throughout the VF business.
Role Specification
Essential
Telecommunications Engineering Degree
3-5 year Experience in mobile network quality monitoring, based on counters or probing tools
Good understanding of 2G and 3G mobile networks architecture
Good understanding of mobile service monitoring, both voice and data
Experience in passive and active mobile service monitoring tools
Good knowledge of Telecoms and IT technologies, including mobile networks, CRM, BSS.
Customer focussed
Ability to analyse quantitative data
Experienced with VB, Excel and Macros
Ability to work with different groups and levels
Good communication skills
Adaptability and Flexibility in Changes
Ability to work under stress
Desired
Good knowledge of Touchpoint
Knowledge of fixed networks
Experience in fixed network quality and service monitoring
Good knowledge of Vodafone†s products and services
Knowledge of LTE
Good knowledge of Database technologies and SQL
knowledge of Business Objects