The Job

This position is responsible to supervise and oversee the strategy, planning and execution of the organization’s overall customer quality experience goals. This includes liaising with other engineering heads to ensure all other teams contribute equally to providing customers a seamless experience across all the networks

• Ensure that the customer quality experience team works in collaboration with all other engineering and business teams, consistently delivering great end-to-end customer experience across all stages of the network
• Plan and implement an analytics and data strategy for best in class cx experience, Leveraging existing and new technologies and tools for reporting and analytics
• Ensure network related issues are proactively identified and fixed
• Implement processes to use the multiple channels such as call center social media streams feedbacks to detect and remedy possible network issues
• Encourage customer-orientation, strategic thinking and problem-solving amongst the team members
• Responsible that teams will develop bug fixes and patches as and when required to maintain a resilient network services with proper version release managements
• Guide the team with proper high-level design methodologies in order to deliver state of art products
• Responsible to facility to keep up team’s knowledge to provide insights to the data science and analytic practices, trends, design, learning and development cycles
• Build teamwork within the division and up lift team spirit to ensure the efficiency and effectiveness

The Person

• Bachelor’s Degree in Engineering in Electronics & Telecommunication / Electrical or any other similar qualification
• Customer Centric with the ability be proactive in issue handling
• Master’s degree in engineering will be an added advantage
• 10+ Years work experience in Telecommunications (1 year in Data Engineering/Science)