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Job Description

As one of the top employers in the country, Jazz epitomizes the philosophy that each Jazz employee is passionately living a better every day inspired and enabled by visionary leadership, a unique professional culture, a flourishing lifestyle and continuous learning and development.
Our team & you
To continue and change the lives of our 55 million customers. We’re a world-class organization and have assembled the right team to begin scaling aggressively. This is an opportunity for someone who wants to be part of something big and transformative, someone who will play a critical role in driving our success.
What the first 30-60-90 days in the job will look like?
Within 30 days you will:
Attend and graduate from our company-wide on boarding process along with detailed orientation program where you will learn Jazz’s values, business, and products
Meet with the People & Organization team to understand the strategy of the function in line with CEO strategy and company road map.
Understand the function of Total Rewards in the People & Organization division and how your role fits into the overall Total Rewards strategy and function
Develop in-depth understanding of Jazz Policy & Benefits & Rewards Programs
Develop an understanding of product & services, processes & SOPs in the organization.
Develop in-depth understanding on the Job Grading and Job Titles framework of Jazz
Within 60 days, you will:
Evaluate assigned customer interactions at inbound, outbound, outsourced, backend and digital support channel
Identify training need based on evaluations
Performing Spot check / Test calls to gauge product, process and system knowledge for new products, offers and processes
Capturing voice of customers and sharing/escalating the same with line manager
Within 90 days to onwards you will:
Agents/Teams coaching on areas of improvement identified through evaluation, new products, system and process changes   
Recommend process & call handling changes to enhance customer experience
Low performer sessions with agents having low quality scores
Sharing period performance trend analysis and observations along with improvement recommendations
Sharing of latest communication through emails, daily briefings/huddles sessions
 What we have done and what we will do with YOU
In the last one-year Jazz is a huge success story in terms of business transformation, we were market leaders and we still are market leaders but with huge margins specially after successful merger of Jazz and Warid.
A bit about you:
We are looking for someone who is energetic and has a positive attitude to be able to advocate/defend views of what is right with professionalism, maturity, and a balanced, holistic view of any competing viewpoints
You are resilient.  Ambreen, your future colleague, has a great way to describe the excitement of creating fromscratch at Jazz. She says we’re punching down walls and disrupting the traditional way of doing things. We know you’re not one to let walls stop you—you’re free to tear them down here.
A bit about us
Focus of Customer Care is to reduce customer calls on helpline & improve customer experience through self-service and automation. Quality Assurance supports the department objectives through identification of customer pain points, process improvement and training recommendation.
The structure of the team you will join is:
A nine (09) member’s team with no sub teams.
The two (02) main priorities of the team as a whole are:
Focus on customer insight through coordination with Reporting & Automation team
Highlight customer pain points for process improvement, automation & self-service
With which other stakeholders the successful candidate will work with functional/regional/ within the team.
You will work with internal and external stakeholders including divisional/departmental heads, internal customer care team members, and with outsourced call centre vendor.
What would be the result of those interactions if we assume 100% collaboration?
It will help in identification of customer issues and collaborative working will improve efficiency of business partners.
The two (02) specific tasks that team was working on in the last 6 months with results.
High Value Campaign to improve customer experience through a separate incentive program
Change in QA Evaluation model to ensure that more focus is done on customer insights
The three (03) must have past experiences the best candidate should have.
Good Communication Skills
Good Analytical Skills
Strong coaching & counselling skills
The two (02) must have technologies the candidate should have.T
Microsoft Office 
Call Listening tool
Essential skills must have: 
Data Analysis in order to review and analyse data and be able to extract meaningful insights
Data Presentation skills for being able to present data in order to make quick decisions  
Advance communication skills for managing cross functional projects.

Working at the VEON GROUP demands a high standard of business ethics and adherence to our legal obligations, our values and our Code of Conduct and supporting compliance policies and procedures. Our pioneering spirit is embodied in our values to be customer obsessed, entrepreneurial, innovative, collaborative, and truthful.  Being truthful requires us to act ethically, honestly, and with integrity.  By clicking on "Apply for this job", you confirm that you have read, understood and explicitly agree to the our Applicants Privacy Policy

Job Details

Total Positions:
1 Post
Job Type:
Full Time/Permanent
Job Location:
No Preference
Doesn't Matter
Apply Before:
Dec 14, 2017
Posting Date:
Nov 14, 2017
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Telecommunication / ISP - Islamabad

Jazz is Pakistan's leading telecom service provider, spearheading service excellence and product innovation in the country. With a subscriber base above 50 million and a legacy of more than 20 years, Jazz maintains market leadership through cutting-edge, integrated technology, the strongest brand ...Read More

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