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Coordinator - Quality and Coverage.Technology Information

4 months ago

Durban, South Africa MTN Group Full time

Mission
•Determine, assess, report and ensure the delivery of committed solutions of all Network Quality and Coverage problems reported by customer care, service providers and senior management for MTN SA
 

Key Performance Areas

Strategy Development
• Provide input into network quality and coverage strategies

Network Quality & Coverage 
• Responsible for regional co-ordination of customer satisfaction and Quality Assurance in the Network Quality & Coverage 
• Provide input on network quality and coverage improvement priorities across the network
• Monitor and implement corrective and preventative measures as required
• Investigate customer complaints for possible enhancements in network quality and coverage
• Ensure all network quality and coverage queries are addressed and responded to within agreed timeframes
• Assist in analysing the correlation of technology, sales and customer operations data to optimise network quality
• Assist in developing a framework for the installation, management and support of customer premises quality and coverage enhancing equipment
• Identify key improvement areas based on customer feedback
• Assist in designing processes to ensure quick customer complaint handling
• Take responsibility for regional network quality & coverage issues, including:
o Respond to all incoming coverage and network quality queries within set KPI period
o Investigate and resolve coverage and network quality (Voice and Data) problems through needs analysis and feasibility study ensuring viability for Installation of appropriate equipment/solution to be installed/offered to customer to improve Network quality or coverage (voice or Data)
o Work with the P&O Division towards the resolution of coverage and network quality (Voice and Data) faults
o Inform Network Coverage CS team/Customer via FLS - Remedy on the outcome of faults logged once type of resolution is established within set KPI period of the problem being reported
• Ensure continuous feedback is provided to the client during the period of investigation to ensure transparency and avoidance of churn
• Oversee regional CE installation process from when WA is issued
• Sign of Cell Extender installations once installation is completed
• Ensure a communication platform with Regional SP’s to sustain customer satisfaction & support with regards to Network Quality & Coverage.
• Perform follow up test drives to ensure faults have been resolved as expected
• Ensure regional complaint tracking and management on remedy system is updated and maintained (system administration) 
• Ensure regional network quality & performance related documentation is comprehensive, sufficiently detailed, up to date, accurate and maintained effectively to ensure business continuity

Education: 
• Minimum of 3 year degree/diploma in ications or Electronics.
• Fluent in English


Experience:  
• Minimum 3 years’ experience in Telecommunications environment; with experience in supervising others.
• 3 years experience in GSM Data technology is advantageous.
• Experience working in a medium organization