Service Quality Technician

Responsibilities

•Keeping QoS on expected level by monitoring Messaging (SMS, RCS, WhatsApp and Viber) and Voice solutions and making appropriate adjustments. •Awareness and action on changes in completion rates and retry rates. •Monitor and analyze quality of existing routes (e.g. deliverability, completion and latency) and customer traffic.

•Troubleshooting any Messaging and Voice quality degradation reported by other departments or during monitoring. Make adjustment as required. Work with providers on resolving. •Maintain and expand technical knowledge across all Telesign products and services, tools, and processes. •Assistance in defining and/or improving tools, reports, and alerts used for service quality monitoring.