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Service Quality Manager

Service & Operations

Salary: Competitive

Location: Porto Salvo, Portugal

Posted: 04 Dec 2018

Main Purpose of the role

The Service Quality Manager is to be integrated in the Customer Experience team, which is responsible for supporting the business by managing field testing tools, delivering service assessment reports and addressing all findings/recommendations.

Must aim to address and improve customer experience (CX) and technical account support, keep high levels of service availability and customer satisfaction. This is a technical role with significant business exposes that requires a transversal E2E mobile network know-how, its flows & signaling protocols, plus companies' internal processes and interfaces/framework 

Key Accountabilities  

Manage and deliver QoS data across all service domains

  • Manage and improve reporting portfolio over the main KPIs & KQIs focusing on CX
  • Support customer facing teams with data, enabling service & customer performance insights
  • Liaise with the customer-facing community to address escalations and pre-sales activities
  • Manage and report site coverage surveys and service assessments over problematic locations
  • Support project delivery teams by supporting field testing requests
  • Contribute to improve QoS and QoE visibility by automating service scenarios over testing tools such as Keysight Nemo and Sigos Globalroamer
  • Manage service & product benchmark initiatives focusing on QoS and QoE improvements
  • Promote periodical reviews of special cases reported to the facing customer communities, improving customer support
  • Enterprise technical support for complex customers and solutions, both pre-sales and in-life
  • Testing platforms management (tools, devices and SIMs)

Required Skills

  1. Knowledge on mobile networks (E2E) is mandatory
  2. GSM/UMTS/LTE networks operation and signalling flows is a must
  3. L3 signalling analyzing skills are mandatory (air interface)
  4. Experience with signalling analysis tools and troubleshooting capabilities
  5. Field testing tools expertise (Sigos, Nemo, TEMS, SwissQual, others)
  6. Advanced Excel skills & VBA (Visual Basic for Applications)
  7. Experience in DB environments, e.g sql
  8. Programming concepts

Supporting skills

  1. Service monitoring and Performance management
  2. Logical reasoning and critical thinking
  3. Proficient in data analysis and reporting tools
  4. Understanding of ITIL foundation

Personal qualities

  1. Team player, able to work in multi-cultural environment with strong analytical capabilities
  2. Detail conscious, highly organised and methodical with a strong work ethic
  3. Excellent writing and formal presentation skills. Ability to translate complex technical concepts into clear and concise common language that can be easily understood by non-technical peers
  4. High degree of autonomy regarding prioritization and decision-making

Experience / Background

  1. 5+ years of Drive test analysis and radio network expertise
  2. 5+ years of experience working in a demanding and technology driven environment
  3. Technical knowledge in radio and core mobile networks, OSS/BSS and IP technologies
  4. Computer Science or Telecommunications Engineering Degree
Apply now

No agencies. We do not accept CVs from 3rd parties

Apply now

No agencies. We do not accept CVs from 3rd parties