Job Responsibilities:

• Collaborate with various teams, including technical support, sales, and product development, to ensure a seamless customer experience and drive improvement initiatives.
• Analyze data to identify root causes of customer issues and opportunities for improvement.
• Analyze performance metrics related to network performance, customer satisfaction, and service quality. Identify areas where performance can be improved and work on implementing solutions.
• Review customer feedback, surveys, complaints, and suggestions to identify recurring issues and trends.
• Monitor the effectiveness of implemented solutions to develop problem management and service improvement.
• Conduct audits of internal processes, including those related to the Operations and Onboarding teams.
• Monitor and manage SLAs with customers, ensuring that service level commitments are met or exceeded.
• Oversee vendor partnerships, including conducting performance evaluations and ensuring adherence to agreed-upon terms and conditions.
• Generate regular reports on solution implementations, process improvements, and operational efficiency.

Qualifications:

• Bachelor’s degree or higher in Computer, Telecom Engineering, or related fields
• 1+ years of experience in Telecommunication, computer network experience
• Solid knowledge of IT Infrastructure, LAN & WAN, Ethernet, MPLS, FTTx
• Experience in Quality Improvement or similar roles is advantage, preferably in a customer-focused role in telecommunications industry.
• Ability to identify root causes of problems and develop effective solutions that address customer needs.
• Ability to translate customer feedback into actionable strategies.
• Strong analytical skills to collect and analyze data.
• Communication skills to interact with cross-functional teams.
• Good command of written and spoken English
• Certification in CCNA / CCNP is an advantage.
• Can work under pressure.
• Service-minded with can-do attitude