Lead - Analytics - After Sales Service - Telecom

Key Responsibilities :

- To establish a metrics to analyse the device failure trends and initiate corrective action there off

- Responsible for setting benchmark standard for key KPIs such as - TAT; SDR; FTF; Repeat repair; Cost of Service; CSAT scores, Trade satisfaction .

- To identify quality issues in Devices

- To create process to benchmark device failure with reference standard

- To create process to manage the failure reported and means to replicate the same to the vendor

- Escalate issues to Device Procurement team as well as Device vendor /ODM/OEM

- To monitor and review Service Performance of different states and ensure corrective action is initiated in case of any deviation . Eg. if certain state showing high DOA then find reasons thereof or certain states showing high customer bounce rate then again analyse the same.

Criteria :

- Must have after sales service experience from a reputed electronic or telecom firm.

- Minimum of 7 + years of experience in handset BIX or operator based company.

- Should have technical experience in smartphones /Mifi

- Should have worked in business analyst role

- Must have analytical skill set