You are currently viewing Lead – Customer Quality Experience

Position holder is responsible to implement and oversee the strategy, planning and execution of the organization’s overall customer quality experience goals. This includes liaising with other engineering’s divisions to ensure all other teams contribute equally to providing customers a seamless experience across all the networks.

  • Interpret and leverage data insights for constantly enhancing customer experience
  • Plan and implement an analytics and data strategy for best in class cx experience, Leveraging existing and new technologies
  • Ensure network related issues are proactively identified and fixed before customer complains start to set in
  • Implement processes to use the multiple channels such as call center social media streams feedbacks to detect and remedy possible network issues that might result adverse network quality experience
  • Identify and embrace customer-orientation, strategic thinking and problem-solving as key areas to focus
  • Collaborate with all other engineering and business teams, to deliver consistent, great end-to-end customer experience across all stages of the network
  • Formulate vision that teams should adhere to ensure required feature/functionality/quality with proper guidelines
  • Responsible to facility to keep up team’s knowledge to provide insights to the data science and analytic practices, trends, design, learning and development cycles
  • Responsible for making sure handling of data by teams is accordance with company Security policy, privacy policy data protection standards of the company
  • Responsible to make sure teams are enforcing procedures and frameworks to run the operational systems smoothly with a minimum service impact
  • Responsible that teams will develop bug fixes and patches as and when required to maintain a resilient network services with proper version release managements
  • Leading, motivating and directing the staff to deliver targets of entire portfolio while conducting periodic review of their performance and development needs

Entry Requirements

  • Bachelor’s Degree in Engineering in Electronics & Telecommunication / Electrical or any other similar qualification
  • Master’s degree in engineering will be an added advantage
  • 5+ Years work experience in Telecommunications (Minimum 1 year related to Data Science)

Shortlisting of candidates for interviews for a given position will be based on required Profile and Qualifications

Dialog Axiata PLC | Closing Date: 03/11/2022

Share this job