Analyst – CO Quality Assurance
Job description
du is a family of almost 2,000 people representing over 60 communities. This diversity allows us to communicate effectively with our customers and add life to life wherever possible. By offering fixed and mobile telephone services, broadband connectivity and IPTV services to millions of homes and businesses, we are well placed for a successful future. We reward our staff in a variety of ways, including performance bonuses, in-house training programmes, spot awards, brand value nominations, talent pool initiatives, personal development plans and more. We offer competitive salaries and attractive benefits that include flexible working hours, annual leave tickets, discounted mobile rate plans,, education allowance for an unlimited number of children, job-based allowances such as travel and commission, and health insurance. And because we genuinely care about your welfare, our in-house clinic, library and subsidised restaurant are available to all du employees. The onsite gym, personal trainers, and swimming pool are free to utilise too.
Job Purpose.:
The purpose of this role is to audit, review, improve and report the Contact Centre transaction monitoring process in order to meet set QA standards.
The job requires calibrating and archiving all monitored contact reports on a frequent basis while conducting an in-depth analysis of prevailing issues, root cause analysis by incorporating TQM concepts and practices as well as submitting periodic reports to senior management in order to facilitate effective decision-making.
Skills & Experience.:
Qualifications, experience, skills and competencies
Minimum experience:
•Minimum 5 years of experience in a Quality Assurance role in Telecom industry
•Strong analytical capability with good understanding of TQM and Six Sigma concepts
Minimum education:
• Minimum Bachelor's degree in Business Administration/Computer Science/Statistics
Knowledge and skills:
• Excellent understanding of Contact Centre Operations and relevant support functions including WFM, RTM, QA, TNA and Information Banks (e.g. Knowledge Base, central information resource)
•Develop and maintain strong working relationships with a range of key stakeholder departments including internal Customer Operations teams, Marketing, HR Training.
•Fluent in English communication.
•Proficient communication and negotiation and analytical skills.
•Must have customer centric approach and focus – internally and externally.
•Ability to handle multiple complex problems in a highly stressful and culturally diverse environment.
•Must be a team player
•Ability to think strategically and plan long-term
•Preferably relevant certification such as TQM/Six Sigma/QMS
Note
Please note that If you are shortlisted for the position, we will get in touch with you for an interview.
If you have not heard from us within 3 weeks from the closing date, please assume that on this occasion we are unable to help you.
But please do keep on applying for future positions that may be of interest - the right role for you is still out there!
Click here to apply for this job: https://www.linkedin.com/jobs2/view/44205870?trk=jserp_job_details_text
Job Purpose.:
The purpose of this role is to audit, review, improve and report the Contact Centre transaction monitoring process in order to meet set QA standards.
The job requires calibrating and archiving all monitored contact reports on a frequent basis while conducting an in-depth analysis of prevailing issues, root cause analysis by incorporating TQM concepts and practices as well as submitting periodic reports to senior management in order to facilitate effective decision-making.
Skills & Experience.:
Qualifications, experience, skills and competencies
Minimum experience:
•Minimum 5 years of experience in a Quality Assurance role in Telecom industry
•Strong analytical capability with good understanding of TQM and Six Sigma concepts
Minimum education:
• Minimum Bachelor's degree in Business Administration/Computer Science/Statistics
Knowledge and skills:
• Excellent understanding of Contact Centre Operations and relevant support functions including WFM, RTM, QA, TNA and Information Banks (e.g. Knowledge Base, central information resource)
•Develop and maintain strong working relationships with a range of key stakeholder departments including internal Customer Operations teams, Marketing, HR Training.
•Fluent in English communication.
•Proficient communication and negotiation and analytical skills.
•Must have customer centric approach and focus – internally and externally.
•Ability to handle multiple complex problems in a highly stressful and culturally diverse environment.
•Must be a team player
•Ability to think strategically and plan long-term
•Preferably relevant certification such as TQM/Six Sigma/QMS
Note
Please note that If you are shortlisted for the position, we will get in touch with you for an interview.
If you have not heard from us within 3 weeks from the closing date, please assume that on this occasion we are unable to help you.
But please do keep on applying for future positions that may be of interest - the right role for you is still out there!
Click here to apply for this job: https://www.linkedin.com/jobs2/view/44205870?trk=jserp_job_details_text
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