Service Assurance Manager

About the Role
The Service Assurance Manager is responsible for leading the service assurance team and managing the local team, along with the partner team in a dotted line capacity. The role involves ensuring proper management practices are in place, considering trending benchmarks in the telecommunications industry and advancements in technology.

Responsibilities

• Own the quality management system strategy and operational implementation within customer service channels.
• Determine, negotiate, and agree on in-house quality procedures and standards for all commercial sales and servicing.
• Act as the voice of the customer by identifying gaps in products and processes, supporting and directing necessary improvements.
• Conduct development opportunities by researching customer services across multiple industries, both locally and globally.
• Organize a multi-disciplinary approach to measure customer satisfaction across all channels using a satisfaction measurement platform, ensuring all designed customer journeys deliver an optimal customer experience.
• Lead Service Assurance engagement within Customer Experience Transformation initiatives, driving customer-centric improvements across products, services, processes, and customer journeys.
• Translate customer feedback, quality insights, complaints analysis, and operational performance data into actionable recommendations to support CX governance, readiness assessments, journey optimization, and the successful delivery of strategic transformation programs.
• Ensure customer operations functions are equipped with the necessary skills, knowledge, competencies, and empowerment to delight customers and achieve business results.
• Perform any additional projects, tasks, or activities as assigned or delegated by the Line Manager.

Qualifications

• Bachelor’s degree in business, telecommunications, or equivalent.
• Minimum 10 years of experience in telecommunications, customer operations, service assurance, quality management, or customer experience functions.
• Proven experience in quality management systems, service performance monitoring, root cause analysis, and continuous improvement programs.
• Understanding and knowledge of NPS, tNPS, and CES analysis.
• Experience in leading cross-functional initiatives and delivering customer experience transformation, service enhancement, and operational excellence projects.
• Professional certifications and licensure such as:
  • PMP (preferred)
  • COPC (preferred)
  • ISO9001 (preferred)
  • Six Sigma certification (preferred)
  • CCXP (Certified Customer Experience Professional) (preferred)