ement Engineer - HVC & Non-HVC at MTN Nigeria

Job Description

• Provide Front Line Interface for monitoring services via CEM Tools, such as monitoring of SOC Dashboards and CEI.
• Active monitoring of customer experience index (CEI), key quality index (KQI) of HVCs, non HVC and top priority locations.
• Monitor, track, analyze and report QoE and CEX related indicators ( KQI, CEI)
• Monitor experience of VVIP / HVC customers and/or serving network elements , working with relevant team to guarantee steady/stable satisfactory experience
• Engage with Managed Service Vendors to deliver improved Customer Experience
• Liaise with Customer Experience on the Network related components of the Net Promoter Score (NPS)
• Engage with Customer Relations (CR), ensuring that network related customer feedback is resolved and closed
• Relating with the Radio Planning and Optimization team, ensure that all radio related issues are resolved and timely
• Follow up with network complaints to ensure faster resolution of service quality issue and customer complaint calls.
• Incident management
• Ensure NPS and Customer Experience Index improvement as agreed by the business.
• Value created from customer engagement & Operations
• Value from positive customer experience index/NPS
• Work with IS teams, IP security, Commercial teams and NID to maximum value is derived from end-2-end service quality management
• Provide direction on service level measurement issues.
• Monitor the performance and report against KQI and CEI
• Provide direction on Customer Experience measurements
• Provide direction on how to effectively Manage Customer Complains

Job Condition    

• Normal MTNN working conditions
• May be required to work extended hours

Experience & Training    

• First degree in Electrical & Electronics, or related fields.
• 3 – 7 years experience in telecommunication environment
• Experience in business process modelling, analysis & design
• Good understanding of GSM Technology, ITIL Process
• Expert understanding in mapping KPIs to KQIs and QoE model
• Understanding TM forum and Frameworx
• Good knowledge of network technologies across verticals.
• Capable of leading process analysis and providing objective feedback on areas of improvement Training:
• Power Business Intelligence
• RAN, Core CS &PS domain
• Customer Experience management platforms
• Key concepts of CEM framework and CEI model
• Ability to prioritize escalations based on customer impact
• Ability to Define End-to-End CEM, QoE indices
• Development of CEM frameworks that support service quality management
• Ability to translate network USE Cases into network quality indicators.
• Report measurable KQIs in line with TM forum
• Quality of report
• Accuracy of report
• Timely report
• Prompt and accurate escalation of faults
• Prompt and accurate statistical reports generated Availability of network performance statistics
• Customer satisfaction index
• Closure of assigned faults
• Conformance to criteria for reporting

Minimum Qualification

• BEd, BEng, BSc, BTech or HND