Coordinator – Quality and Coverage.Technology Information needed at MTN

JOB DESCRIPTION

• 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

RESPONSIBILITIES

• 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:
• Respond to all incoming coverage and network quality queries within set KPI period
• 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)
•  Work with the P&O Division towards the resolution of coverage and network quality (Voice and Data) faults
•  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

QUALIFICATIONS

Education: 

• Minimum of 3 year degree/diploma  in I.S.Communications 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