1. Examines customer support operations while analyzing customer complaints, inferring meaningful insights, identifying gaps and fixing the root cause by working with relevant teams.
  2. Assists functional/department managers and cross-functional teams in the implementation and assessment of correct actions, as necessary for quality improvement.
  3. Identifies quality related issues in the operations and developing processes to ensure quality.
  4. Analyze customer feedbacks by reaching them through multiple channels like customer visit, telephone calls and social media.
  5. Analyzes and provide objective, actionable feedback based on the trend surfaced, support in process improvements and report on the emerging trends of the process performance.
  6. Drives internal and external process improvements across multiple teams and functions. Review the existing or legacy processes and implement process automation wherever possible.
  7. Be the first point of contact for process related queries within the teams and will also work on business and stakeholder correspondence. The individual will co-ordinate with all the relevant stakeholders to achieve the defined operational and business goals.
  8. Develop organizational and performance standards. Create templates, checklists and other documents and materials needed by operational staff to implement management policies and procedures in specified process areas.
  9. Responsible for reporting to management through statistical analysis and recommendations.
  10. Train and develop stake holders on quality standards and principals.

 

Job Details

Functional Area:
Total Positions:
1 Post
Job Shift:
First Shift (Day)
Job Type:
Department:
Quality Assurance
Job Location:
Gender:
No Preference
Minimum Education:
Bachelors
Degree Title:
Bachelors of Science/Engineering in Electronics/Telecom/Electrical/Computer systems/Information Technology
Career Level:
Experienced Professional
Minimum Experience:
2 Years (Experience in Quality Management, Quality Control and Quality Assurance processes preferably in ISP/telecom or service industry)
Apply Before:
Mar 14, 2018
Posting Date:
Feb 13, 2018

Cyber Internet Services (Pvt) Limited

Telecommunication / ISP · 301-600 employees - Karachi

Cyber Internet Services Private Limited (CYBERNET) is a leading Internet and Data Communication Network Service Provider in Pakistan. Established in 1997, as a Lakson Group Company, CYBERNET focuses on providing specialized solutions for different enterprise verticals with end to end solutions including single-site or multi-site data and internet connectivity solutions, local or international VPN solutions, back hauling solutions and data center services. The company has offices in 20 cities, offering various technology services to more than 7000 corporate customers in 52 cities and towns of Pakistan. The company offers a range of connectivity options to its enterprise clients from fixed line, GPON, Metroethernet and DSL, to wireless solutions such as Radio and Wimax based services. The company also operates 2 VSAT Ground stations to provide connectivity to the far reaches of Pakistan. CYBERNET employs over 500 people, 60% of whom are engineers providing on-ground support to valued clients across Pakistan. The company operations are also backed by a Network Operations Center and 150 person call center supporting clients on a 24/7/365 basis.

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