Customer Service Executive Service Assurance

Job Description

Job Family DescriptorThe Service Quality management group is responsible for monitoring the network and taking proactive steps to ensure the network s performance & provide high quality of service to TCL voice customers & support business. This team will also be a support function of service assurance NOC in reducing the number of complaints received from the customers & suggest the possible actions to reduce the supplier complaints. The data used for Analysis purpose was retrieved by the system like Alpine, GTM, RTDAS, SNOW etc.Level DescriptorRequire having enough knowledge of voice equipment s as to find the root cause of any issue reported or self- identified. Regularly participate in important projects or activities as a full contributing team member, can proactively identify important issues or risks, seeks the appropriate level of guidance and advice to ensure delivery of quality outcomes. The objective of this Role is to improve performance in TCL s International Voice Network by analysing the compliant TT. This process helps in identifying specific Issues in our internal network & our partner network. Require to continuously monitors the performance metric of the voice network s traffic and ensures that the effectiveness of the network is always upheld as per business policy for the various services offered.Experience: 0-2 yearsPurpose - Broad objective of the role

• Focal point for making sound decisions related to data collection, data analysis, data security, methodologies and designs.
• Maintained the data integrity during extraction, manipulation, processing, analysis and storage.
• Discussed intelligence and information requirements with internal and external personnel.
• Data output Made data chart presentations and coded variables from original data, conducted statistical analysis as and when required and provided summaries of analysis.
• Trained data analysis beginners to improve overall efficiency of department.
• Responsible for Weekly TT Report Generation and publication , TTSL Report Generation Fortnightly and publication , Preparing DOT Report as per requirement and publication , Monthly Call with RM/MM and publication , Wholesale Call Fortnightly and publication, Preparing repeat rate and report rate report for Particular customer for FMGT, Misc items like -TT/repo rate old data requirement by TBEM/any other team.

Operating Network - Key ExternalOperating Network - Key InternalSize and Scope of Role - FinancialSize and Scope of Role - No. of direct reportsSize and Scope of Role - Total team sizeSize and Scope of Role - Other size parametersMinimum qualification & experienceEngineering Graduate /MCA (CCNA and SIP certification preferred) Experience: 0-2 yearsOther knowledge/skills1)Knowledge of ZTE/Alcatel/Sonus switches .2)Microsoft Office tools namely Access, Excel, Outlook, PowerPoint and Word.3)Good knowledge on Business Objects. Well versed with Client Specific BI tools namely Neuron (DW) & Business Intelligence MySQL, SQL, VBA macros4)Good exposure to Advanced Excel:

• Developed Executive Dashboards for Higher Management
• Created Dashboard using advanced features as Dynamic Visibility, Filters (Using Slicers), Combo box, List View, List Box & Graphics (Chart i.e. Speedometer, Water-Fall, Doughnut Chart, Stock Graph, Pie Graph, Bar Graph, Trend Line Graph, Combination of Trend & Bar Graph, Area Graph, XY Scatter Graph, Radar Chart, Bubble Chart
• Exposure to Visual Basics :- Develop user defined functions, writing a VBA Script (Macros) for automation project

Key Responsibilities

• Preparing All Daily, Weekly, Monthly Basis Reports, According to requirements of the business.
• Provide Customer Voice Traffic Report Covers Voice Trending traffic dispersion Highlight opportunities to Win back to manger based on traffic dispersion and past traffic trends.
• Derive impact of Quality (through Incident) on traffic volume, Highlight opportunities of win back to Service Manager.
• Prepare Operational dashboard & monthly report for GVS top customers.
• Analysis of operational Service Assurance KPI Report on monthly basis.
• Develop Report in Business Intelligence Tool-LCR GTM by set up the Queries as per the requirement of Managers i.e. Deal Destination QoS Report target volume Vs. Actual achievement, daily target (Based on target volume derived) Vs Daily Volume, Expected ASR, NER, ACD Vs. Achievements.
• Submit the business inputs (Historical + Current trend of each line items of business i.e. Accurately analyzing and assessing statistical data
• NLD Customers traffic performance report using data source GBS
• Preparing the Graphics presentation on state-level on monthly basis.
• Create Excel Macro Based on automation project.

Technical CompetenciesKnowledge / SkillsCommunication Skills,

Keyskills :
customer servicesales service quality managementroot cause data analysis