Sep 242017

Role purpose:

The Monitoring and Reporting Lead will assist the Customer Experience Manager to ensure the overall quality assurance of customer operations and customer experience for Vodafone Ghana.

This include but not limited to;

  • Monitor and track quality metrics to meet set business objectives and customer experience
  • Monitor and evaluate quality systems and processes for COPs and Fixed business.
  • Measure and provide feedback to all stakeholders on quality monitoring results to ensure all products and services meet agreed standards.
  • Work with relevant stakeholders to ensure a high degree of process adherence across the business.

Key Responsibilities and Accountabilities

Quality Assurance-

  • Co-ordinate the design and implementation of service performance measurement criteria through customer feedback and conduct benchmarking studies on key processes
  • Make recommendations on opportunities for continuous improvement; provide tools and knowledge that promote behaviour which lead to a positive customer experience. This includes documenting assessments, reporting and trending analysis.
  • Overall management and improvement of medallia . Monitoring of customer feedback and the continuous improvement from the feedback given by passing along to the appropriate departments.

Business Efficiency-

  • Managing decisions affecting operational effectiveness of the unit through responsibly discrete programs/projects and specific deliverables against monthly targets, project budgets and resources
  • Effectively managing to achieve synergy in the key relationships between the department and other business functions such as marketing, Sales and technology management


  • Track and monitor all customer experience key performance index.
  • Handle daily quality checks on COPs inputs in CRM.
  • Handle Periodic quality audit checks on Faults, Mobile and Fixed Data operations
  • Dipstick on resolved faults to ensure closed incidents is resolved from the customer’s perspective.
  • Bachelor’s degree in business administration or related discipline
  • Project management, Six Sigma or related certification will be an advantage
  • Telecommunications Service Quality and Customer Experience
  • Experience using Microsoft Office especially proficient in excel & PowerPoint
  • Sharp customer-mindedness; an ability to take a typical customer view and translate to actionable business areas
  • Analytical thinking and good decision making skills
  • Excellent stakeholder management
  • Result-oriented – able to recommend, execute and take corrective action, if appropriate
  • Able to work independently, self-directed and solutions-oriented
  • Strong analytic skills and ability to quickly grasp the essence of new business and process area
  • Ability to work with cross-functional teams
  • Good writing and presentation skills.

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