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Job Purpose

This role is critical to directly improve the customer experience for key services like web, video, and streaming. It bridges the gap between raw network data and real-user satisfaction by holding vendors accountable, driving targeted network improvements, and providing data-driven insights for management. To own and improve end-user network experience by ensuring superior service quality, driving vendor performance, and providing actionable insights from KPI data.

Key Responsibilities:

• Keeping the service KPIs within thresholds by taking appropriate optimization actions with vendor
• Responsible for user experience improvement for web, Video & streaming on site level.
• Responsible for the Network Benchmarking, coordination with vendor for the timely closure of the benchmarking project.
• Driving improvements on Network Benchmarking outcomes such as call drops, data drop, low throughput, latency, coverage issues, Quality issues.
• Responsible for drilling down the area wise impact due to poor network SKPIs, doing analysis of the problem and improving the overall network experience.
• Responsible for user experience improvement for web, Video & streaming on site level.
• Prepare reports and presentations on KPI assurance findings for management review & suggestions.
• Conduct regular audits and assessments to verify the accuracy and integrity of KPI data.
• Collaborating and driving improvements with cross-functional teams to implement quality assurance processes.
• Develop reports and dashboards
• Managing vendors and service providers to ensure the best network experience.
• Ready to travel as and when is needed to conduct on ground network checks.

Education

• BE/BTech /graduation from relevant field

Experience

• 8+ years in telecom network quality, KPI assurance, or a similar role.

Key Skillsets

• Expert knowledge of Network & Service KPIs/KQIs.
• Proficiency with Analytical Tools (Power BI, Tableau).
• Excellent presentation and communication skills. Strong vendor management capabilities.