Quality Assurance Specialist at Telkom Kenya

Reporting to the Head of Service Delivery and Projects – Carrier Services, the job holder will be required to provide quality service to the customer processes post implementation to increase customer satisfaction and retention.

He/She will also be responsible for the provision of technical support to customers whilst maintaining a proactive service relationship with the customer.

Job Responsibilities

• Manage own projects within the agreed customer contractual agreement.
• Manage the required technical submarine stock within the financial budget limits.
• Provide feedback concerning financial variances on project budgets and project inventory.
• Contribute to the cost saving initiatives of the company.
• Provide customer support regarding technical problem solving, billing issues and service quality
• Provide regular reports to customers on service quality assurance as per SLA requirements
• Drive the resolution of customer and internal project and service issues
• Communicate all planned and un-planned maintenance work to the affected customers and relevant internal and external stakeholders
• Arrange and attend regular customer meetings together with the Key Account Managers to review the monthly customer reports and service improvement programs.
• Provide regular project progress to the customer and sales.
• Coordinate and monitor projects tasks to increase post-sales quality performance
• Liaise with relevant stakeholders to obtain fault history of persistent and/recurrent customer concerns with a view of understanding the root causes and addressing the underlying issues.
• Manage customer-requested changes to operational services in accordance with the company’s change management process.
• Provide regular reports to management on customer issues and service performance.
• Review and measure service quality assurance together with Technology
• Coordinate and monitor maintenance with relevant stakeholders to identify to minimize disruption and/or degradation of the quality of service
• Develop and implement programs to proactively address any performance issues and track actions required to resolve recurring incidents to optimize service
• Assist with customer and service data review and maintenance on the system
• Measure and analyse performance of service offered such as fault management, usage, pricing etc.
• Participate in project management, planning and execution of customer projects especially on service improvement projects.
• Ensure the compliance with policies and procedures to support governance and risk management.
• Provide information concerning own training needs and support training interventions
• Ensure a thorough understanding of the Telkom products and services, policies and procedures

Qualifications

• Degree in Engineering, business management or equivalent, MBA would be an added advantage
• 4-6 years  experience in Service and Project Management, Telecoms solution implementation, Telecommunications Networks experience and Relationship Management

Professional Skills:

• Quality Assurance / Service Management Skills
• Project Management skills
• Financial and Commercial Analysis skills – develop and manage budgets, drive down costs wherever possible.
• Presentation and communication skills – superior, both written and oral.  Experience in report writing.