Coordinator Customer Service Assurance

Qualifications

• Minimum of 5 years’ experience in Customer Service Operations / IT Support / Digital Transformation / Knowledge Management / Customer Back-Office Functions, Product Management, Project Management, Audits, Quality Management, or similar domains, of which at least 3 years are within Telecommunication or Banking sector.
• Experience in engaging with frontline including Service centers, Branded stores, Call center and also with telco products & services and Channels.
• Experience of supporting teams at supervisory/managerial level in a medium to large organization.
• Experience in procedural documentation and implementation is advantageous.
• Experience in Customer Experience domain is a plus
• Understanding of the telecom industry or relevant sectors, including familiarity with key performance indicators (KPIs) and revenue drivers

Responsibilities

• Define and formalize Customer Service Assurance standards related to the assigned scope
• Make the framework approved and conduct socialization and adoption
• Manage Problems E2E, from Logging to resolution till closure
• Manage continuous improvement portfolio related to the assigned scope
• Conduct Y’elloX Certification of selected initiatives and other certifications that may come in the scope like COPC certification etc
• Conduct the review and alignment of new initiatives (Products/ services/ Channels/ 3rd Parties) to Y’elloX Certification requirements, from the requirements to the Go to Market
• Provide portfolio visibility to relevant stakeholders
• Engage related stakeholders to perform impact assessment of certification scope and ensure the effectiveness.