QUALIFICATIONS AND JOB DESCRIPTION
Vodafone, one of the largest telecommunications companies in the world, has mobile operations in 26 countries (partnering with mobile networks in 55 more) and fixed broadband operations in 17 markets, serving 446 million mobile customers and 12 million fixed broadband customers around the world. Vodafone is strongly committed to lead the digital transformation in the Turkish Market, where the company has been operating and investing heavily since 2006.
- Strong analytical skills and ability to multi-task
- Extensive problem solving
- Good project / program management capabilities to lead projects to successful completion.
- Strong relationship and stakeholder management
- Excellent communication and executive report management skills
- Strong customer orientation and team working
- Min. Graduate Degree
- Advanced level of English
- MS Office Applications
- General knowledge of Telecommunications
- Good knowledge of Fixed IT systems and technology processes within telecommunications
- Ability to perform analysis and diagnosis on complex problems
- Excellent analytical abilities to grasp the key points from complicated details.
- Familiarity with the tools, concepts and methodologies of Quality & Service Management.
- Experience on E2E Services Performance Management
- Significant experience in customer improvement programs
İŞ TANIMI
We are seeking a Fixed&Enterprise Service Assurance Senior Specialist with the will and ambition to work in high performing Vodafone Team responsible for Leading Digital Transformation in Turkey, reporting Fixed & Enterprise Serv.Assurance Mngr of Vodafone Turkey.
The accountabilities of this role are:
- Responsible of contact of fixed service quality & functional capability across Technology
- Define the quality standards of fixed services and processes by means of KPIs and SLAs in order to meet the subscriber satisfaction
- Track & design detailed performance and quality reports of each service & process by using defined KPIs, SLAs on Fixed Quality Dashboard.
- Ensuring enterprise customer SLA terms, conditions and performances standards are reported and if not met escalating proactively to appropriate levels. Reviews and verifies penalty calculations due to SLA
- Follow up quality related improvement actions and issues until they are fully completed and solved
- Prepare ad-hoc reports, scorecards and dashboards for upper management to present the status of the quality and performance of services and processes
- Work towards improving on Mobile & Fixed NPS
- Perform deep dive analysis on subscriber base, highlight the top reasons and contact with related teams to be taken actions
- Assist in implementing industry best practice
- Conducting cross functional companywide project / programs
- Manage and report continuous improvement projects.
- Perform deep dive analysis regarding project needs as well as ad-hoc projects’ demands
- Review, understand and troubleshoot all technology processes based on quality standards and highlight the improvement areas