Telkom Quality Assurance Specialist (Carrier Services) Vacancy in Nairobi

Telkom Kenya

Position: Quality Assurance Specialist

Region: Nairobi

Reporting to: Head of Service Delivery & Projects– Carrier Services

Band: 3

Department: Carrier Services

Role Purpose: 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.

Jobs in Kenya 2018Key Duties and 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

Telkom Quality Assurance Specialist (Carrier Services) Vacancy in Nairobi

Business Administration, Engineering and Technical
Updated: January 5, 2018 — 3:28 pm