Quality Assurance Specialist
Region: Nairobi
Reporting to: Head of Agent Network
Division: Mobile Financial Services
Reporting to the Head of Agent
Network – The incumbent will monitor 3rd party agency & MFS distribution staff, Agents
and Merchants performance against set quality standards to ensure compliance
and achievement of distributions KPIs in the MFS Department.
Spend time in trade engaging with the
trade teams, agents and merchants on work ways and get better understanding of
their environment and seek to enhance performance by meeting their needs.
Responsibilities
Quality Assurance/Monitoring
·
Monitor adherence to set standards by
following approved guidelines and audits activities of staff, Agents and
Merchant on processes defined
·
Continuously seek avenues to improve
and enhance work ways for smooth trade execution.
·
Ensure Quality Assurance records are
constantly updated by checking and ensuring that all records loaded on database
are accurate
·
Generate regular comprehensive
reports regarding monitoring activities (for internal and external audits) and
offer recommendation to the regional leadership and the business at large
·
Evaluate the operating standards and
SLAs of agents and Merchants, provide timely feedback
Policy Implementation
·
Visit the assigned retailers and
collect the data required as guided for audit purposes.
·
Visit the provided list of
merchandise locations and validate the presence as per the GPS coordinates
given and defined picture of success.
·
Visit the assigned Agents/Merchants
and validate the infrastructure requirements as stipulated.
·
Engage the assigned distribution team
on the ground and evaluate the knowledge levels as guided.
Performance Development
·
Coordinate with the training section
to identify and address the coaching or training requirement of staff in order
to improve performance based on their findings in trade
·
Support in ensuring employees are
updated and trained on new products, services and processes. The incumbent will
be responsible in ensuring the staff under his / her docket are adhering to the
set standards.
·
Track and communicate progress of
staff daily, weekly and monthly to ensure focused execution
Qualifications
·
Degree in Business Administration,
Economics or other relevant field
·
2-4 years relevant experience (
in a sales and distribution and/or operations role)
Professional Skills:
·
Strong Analytical skills – able to
assess reports, identify issues, root cause, and recommend solutions, expert
spread sheet skills a distinct advantage
·
Adept in administration demonstrating
a deep understanding in the adherence and formation of processes
·
Financial Management – develop and
manage budgets
·
Team player
·
Presentation and communication skills
– superior, both written and oral. Experience in report writing.
Quality Assurance Specialist
Region: Nairobi
Reporting to: Head of Service
Delivery & Projects– Carrier Services
Band: 3
Department: Carrier Services
Reporting to the Head of Service
Delivery and Projects – Carrier Services, the job holder will be required to
provide quality service to the customer processes post implementation to
increase customer satisfaction and retention.
He/She will also be responsible for
the provision of technical support to customers whilst maintaining a proactive
service relationship with the customer.
Responsibilities
·
Manage own projects within the agreed
customer contractual agreement.
·
Manage the required technical
submarine stock within the financial budget limits.
·
Provide feedback concerning financial
variances on project budgets and project inventory.
·
Contribute to the cost saving
initiatives of the company.
·
Provide customer support regarding
technical problem solving, billing issues and service quality
·
Provide regular reports to customers
on service quality assurance as per SLA requirements
·
Drive the resolution of customer and
internal project and service issues
·
Communicate all planned and
un-planned maintenance work to the affected customers and relevant internal and
external stakeholders
·
Arrange and attend regular customer
meetings together with the Key Account Managers to review the monthly customer
reports and service improvement programs.
·
Provide regular project progress to
the customer and sales.
·
Coordinate and monitor projects tasks
to increase post-sales quality performance
·
Liaise with relevant stakeholders to
obtain fault history of persistent and/recurrent customer concerns with a view
of understanding the root causes and addressing the underlying issues.
·
Manage customer-requested changes to
operational services in accordance with the company’s change management
process.
·
Provide regular reports to management
on customer issues and service performance.
·
Review and measure service quality
assurance together with Technology
·
Coordinate and monitor maintenance
with relevant stakeholders to identify to minimize disruption and/or
degradation of the quality of service
·
Develop and implement programs to
proactively address any performance issues and track actions required to
resolve recurring incidents to optimize service
·
Assist with customer and service data
review and maintenance on the system
·
Measure and analyse performance of
service offered such as fault management, usage, pricing etc.
·
Participate in project management,
planning and execution of customer projects especially on service improvement
projects.
·
Ensure the compliance with policies
and procedures to support governance and risk management.
·
Provide information concerning own
training needs and support training interventions
·
Ensure a thorough understanding of
the Telkom products and services, policies and procedures
Qualifications
·
Degree in Engineering, business
management or equivalent, MBA would be an added advantage
·
4-6 years experience in Service
and Project Management, Telecoms solution implementation, Telecommunications
Networks experience and Relationship Management
Professional Skills:
·
Quality Assurance / Service
Management Skills
·
Project Management skills
·
Financial and Commercial Analysis
skills – develop and manage budgets, drive down costs wherever possible.
·
Presentation and communication skills
– superior, both written and oral. Experience in report writing.
How to Apply
This position is opened to Kenyan
citizens only. If you fit the required profile, please
apply highlighting how your qualifications, experience and career aspirations
match the requirements for this position.
Application should be sent by
latest 18th January 2018, please provide an updated Curriculum Vitae (CV) including
details of your current telephone contacts and names of three referees. Apply
through recruitment@telkomkenya.co.ke and quote
the job title in the subject field.
Only shortlisted candidates will be contacted.