Manager - Quality

Role Manager – Quality Job Level/ Designation M1 Function / Department Technology/Quality Location Baroda Job Purpose This role will be accountable for Quality and Performance of RAN network and to lead a team of Field Engineers to ensure prompt monitoring, trouble shooting and optimization of Network to deliver superior voice & data experience to customers in their respective zones.

Key Result Areas/Accountabilities

• Daily tracking of Network and Customer experience KPIs for all technologies like Accessibility, Retainability, Data Speeds, Voice Quality and target oriented action plan for regular improvement and consistent experience.
• Drive worst cell analysis of all technologies and coordinate with partners, SNOC and FO team to timely resolution
• Utilization monitoring of key nodes in respective zones and proactive action to maintain the utilization with in thresholds
• Zonal Network complaints analysis. co-ordination with TSG lead and drive field team for complaints visits and resolution
• Engagement with Zonal business/CS teams for Network complaints management and drive network performance improvement and perception programs
• Prioritize network experience improvement programs basis customer centric KPIs like TNPS, NPS, Network complaints etc.
• Regular drive tests and benchmarking of Network rollout/ performance with competitors, and share insights to Zonal business team and Circle central team
• Building strong relationships with cross verticals Core Competencies, Knowledge, Experience
• In-depth technical knowledge in radio network parameters & optimization (2G/3G/4G/VoLTE)
• Excellent domain knowledge and on- field optimization experience
• Very good analytical skills to trouble shoot network quality KPI degradation/ customer complaints
• People management capability, very good cross functional co-ordination.
• Customer centric, Innovative , Ambitious and competitive, Calculated risk taking & task oriented Education Knowledge Skills/Ability B-Tech Electronics and Telecommunications with 8+ years of experience