Process Specialist

Vodafone

10358

Doha, Qatar

Apply Before – 11/06/2024

Qualification & Experience:

• Bachelor’s Degree in Business, Marketing, Computer Science and/or equivalent experience
• Knowledge of communication tools (Microsoft office, etc )
• At least 3-5 years’ telecom experience (Customer service operations, quality assurance, contact center experience is preferable)
• Project management training and experience is preferablee
• Thorough understanding of customer experience, customer service, process building and efficiency, customer expectations.
• Good Critical and Analytical skills
• Good organizational skills
• Excellent communication and presentation skills
• Proficient in verbal and written English and Arabic

Roles and Responsibilities:

• Responsible for reviewing, analysing and presenting detailed NPS findings for both Consumer and Enterprise on a regular basis to relevant stakeholders within the Function and for other commercial stakeholders within the business in a clear and timely manner.
• Responsible for creating, driving and aligning action points with the relevant stakeholders identified based on the NPS reports, as well as measuring outcome of those action points.
• Responsible for organizing regular and ad-hoc governance sessions to monitor progress on the agreed actions and/or highlight findings, escalate or seek senior management support in providing solutions or decisions to address NPS insights.
• Responsible for coordinating and reviewing close the loop contacts with customers in a timely and accurate manner ensuring that upon successful contact customers, their issues are resolved and the gap in customer’s perception is closed.
• Responsible for call listening, analysing customers’ account for determining gaps and for identifying solutions or functions to provide solutions.
• Review and monitor customer and touchpoint experience, net promoter score and drive initiatives that address the insights derived regarding customer experience in digital and customer facing channels.
• Review, improve and create policies, processes, and procedures relevant to customer operations, considering trending benchmarks in telecom industry and technology advancements.
• Drive and own internal process/system improvement initiatives and experience through project implementation
• Monitors the readiness of launch for projects & products and communicates status to all the stakeholders within his function.
• Resolves escalation and issues arising in commercial launch.
• Identifies potential risks and engages relevant stakeholders within the Commercial and Technology areas to build mitigation plans.