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Service Quality & Data Analyst

Operations

Salary: Competitive

Location: Porto Salvo, Portugal

Posted: 11 Apr 2019

Main Purpose of the Role

Truphone has embarked on a customer experience journey, which requires people with great data skills and aptitude. The person in the role would be the single point of contact for streamlining network related reporting requirements into network teams and will also help with assessment of various CX KPIs to identify trends and areas for improvement. They will also be expected to prepare ad-hoc reports to support hypothesis that they come up with.

This role requires someone who enjoys numbers and is willing to play with data to identify trends and root causes.

Key Responsibilities

  • Support customer facing teams with service quality data and reports and also provide insights.
  • Manage and own customer/ operations specific KPIs and reports portfolio and maintain roadmap of automation
  • Be a single point of contact for streamlining reporting requirements into technology teams and BI team.
  • Identify KPIs and identify data requirements for each KPI
  • Monitor KPIs to identify trends and root causes. Work alongside other teams to take the issues to a logical conclusion.
  • Support ops teams with adhoc reports and analysis to support in decision making

Skills and Experience Required

  • Good understanding of telecom network KPIs is a must have.
  • Good overview of various customer experience KPIs is required.
  • Strong excel skill is required and VB macros would be an advantage to have
  • Any experience with PowerBI or Microstrategy would be a definitive advantage
  • Structured problem solving and analysis skills will be required to be successful in this role
Apply now

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

Apply now

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