Job Title: Senior Manager, QoE and QoS Management
Company: MTN Nigeria
Location: Nigeria
Required Experience: 10 years
Job Type: Full time
Job description
- Develop customer and
service centric quality assurance matrices (KQI, SQI,
CEI), Strategy, standard, methodology , for
telco1.0 and Telco2.0 (digital services) respectively
- Develop framework for proactive and
reactive management of end-user perceived service quality and
ensure faster resolution of service quality issues and customer complaint
calls
- Ensure Network Benchmarking and
measurements, Pre and Post impact assessment and Network –Business impact
assessment are aligned to meet and exceed business objectives
- Ensure VVIP Subscriber Monitoring and
issue identification, resolution and assurance
- Drive reports on Data usage analysis
and patterns to identify avenues for quality improvement
- Applications, Content, Location,
Terminals etc… specific analysis and drill-down
- SQM definition and standardization
- CEM KQI, CEI definition and
standardization
- Network PM correlation with SQM and CEM
- Support Customer Experience Management
initiatives and NPS improvement
- Ensure subscriber perceived network
performance at optimum level and introduce measures for improving
subscriber perception
- Put in place mechanism and system to
achieve business and customer service objective, leveraging on
network infrastructure
- Lead Network system and process
integration in a Customer Centric Model
Job Requirements
Desired Skills and
Experience
Experience:
10 years’ work
experience which includes:
- Manager track record of 5 years or more;
with at least 3 years in relevant sector/ industry
- Worked across diverse cultures and
geographies advantageous
- 7 years’ experience in Network planning,
Operations, Performance or Service quality assurance
- 5 years managerial experience in quality
assurance in telco 1.0 and telco 2.0
- Above average knowledge and experience
in all all GSM and MBB service
Sound understanding
of call and data service architecture and service flow
Training:
- Service layer management
- Customer Experience management
- Network Performance |management
- Ability to translate customer
experience into network indices and vice versa
- Through Understanding of (through
professional experience and training) of 3GPP standards and
implementation processes, including: Universal Mobile Telecommunications
Systems (UMTS), Long Term Evolution (LTE), Code Division Multiple Access
Technology (CMDA) and Worldwide Interoperability for Microwave Access
(WiMax
- Network performance and statistics
Vendor and experts
management
Method of Application
Interested and
Qualified Candidates should click here to apply
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