Position Information

Department/Section: Technology Service Quality.

Job Title:        Service Quality Management Specialist.

Reports to:   Quality Management Team Leader.

About The Role

Accountable for the Service Quality Management Team Leader for E2E Technology Service performance, troubleshooting, and data analytics. Achieve and maintain the highest quality of services on all technical activities and performance, minimizing the time to market as much as possible & improve Zain customers experience and satisfaction.

Key Tasks/Accountabilities

1. Analyze, troubleshooting & escalate any degradation that may occur in technology performance/usage across all domains according to predefined list of KQIs & GSIs & correlating with different symptoms/root causes and direct the problem to the proper responsible entity.

2. Manage network KQIs and service quality metrics using SmartCare, including:
   ·        Traffic Volume and TCP retransmission efficiency (uplink/downlink)
   ·        End-to-end latency
   ·        Server-side and client-side RTT
   ·        Web browsing and streaming performance
   ·        Conduct root cause analysis using CDRs and SmartCare drill-down reports
   ·        Handle customer complaints related to Voice, SMS, Data, and Roaming services
   ·        Identify service degradations based on KQI impact and escalate to relevant teams
   ·        Follow up on ongoing issues through to resolution
   ·        Coordinate with internal teams and external service providers for issue resolution
   ·        Monitor VIP subscriber experience and perform proactive quality assessments
   ·        Perform backend investigations for Inbound/Outbound Roaming services

3. Manage all data analytics requests from different stakeholders (management, technical or commercial teams) that included in the probing systems databases and reflect it back in an insightful way to help decision making for all.

4. Design, build, and maintain automated operational dashboards and strategic dashboards for executive-level supporting decision making using BI tools. 

5. Responds to commercial and technology requirements, besides any SQM initiatives for creation of dash boards / use cases and managing data verification, report & follow-up any degradation to the concerned platform team.

6. Develop, schedule, and maintain automated Python scripts to extract raw network performance files, clean telemetry data, and distribute daily/weekly performance reports without human intervention. 

7. Perform and conduct a monthly audit of all services performance.

8. Analyze the VIP complaints, manage TPRA requests, and assure Ticketing and SLA handling.

9. Prepare and analyze special events services assurance reports.

10. Provide daily/weekly/monthly (or upon request) reports on all Technology performance and as well propose action plans to resolve all reported problems and ensure degraded performance has resolved.

11. Prepare quarterly report showing the technology quarterly performance along with the needed comments (clear, validated & acceptable), reported to Zain group & Zain SD technical management.

12. Prepare yearly Technology reports including all noticed improvements or degradations and evaluations of service team performance contribution in Zain services quality.

13.  Manage & report for the probing systems (Discovery, Smart care etc.) Phases & Projects.

14. Ensure compliance with all applicable policies & regulatory requirements in information security.

Qualifications/Experience/Skills

Qualifications/Experience: -

1. B.Sc. in Electrical, Electronics, Telecom Engineering, IT, Computer Science, Telecommunications, Computer Science, Computer Engineering, or relevant technical discipline is mandatory.

2. Minimum 2 years of experience in relevant felid.

3. Mobile Telecommunications background is required.

4. Experience in Telecom Core Networks and strong understanding of KPIs and KQIs is mandatory.

5. Hands-on experience with SmartCare (CEM platforms) is mandatory.

6. Experience in service degradation analysis and escalation management

7. Understanding of roaming backend platforms and interconnect services (ISTP, SPS, Carrier Connectivity).

Skills: -

1. Cooperative/collaborative interchange with external network suppliers and vendors.

2. Conflict handling and resolution skills.

3. Highly developed documentation and reporting skills (verbal and written).

4. Highly developed communication skills (verbal and written) in both Arabic and English.

5. Highly developed skills in use of relevant IT packages including Excel, Access, Word, PowerPoint etc.

6. Design skills in research and evaluation.

7. Influencing Skills.

8. Planning and organizing skills.

9. Investigative/Diagnostics approaches.

10. Concern for Standards/Efficiency.

11. Strong troubleshooting, analytical thinking, and critical thinking skills.

12. Aware of technology roadmaps and developments.

13. Vendor management experience.

14. Project management.

Typical Performance Measures

1. Efficiency of Service Quality management.

2. Quality of relationships with internal customers/peers/suppliers.

3. Effectiveness of problem resolution/decision making/change control and risk management.

4. Delivery of outcomes to agreed quality standards and deadlines.

5. Compliment on company policies and regulations.

6. Alignment with company strategy.

7. Team and resource management skills to meet the department targets.