Engineer – Consumer Service Assurance

Gratitude Inc

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4 hours ago

Engineer – Consumer Service Assurance

5-10 Year(s)

Pune, Kolkata

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Job Description

Key Skills

Telecom Fixed Service Assurance Trouble Ticket (TT) Management and Resolution Customer Escalation Handling SLA and Quality Management Technical Support or Telecom Operations

11 candidate(s) have already applied for this Job. Apply now

Location: Pune / Kolkata

Experience: 5–8 Years
Salary: Up to 9 LPA

The Opportunity

We’re looking for an experienced Consumer Service Assurance – Fixed professional to manage fixed-service assurance operations, service partners, trouble-ticket resolution, SLA performance and technical quality across consumer products.

What You’ll Do

Manage daily Fixed Consumer Service Assurance operations and service partners.
Monitor and follow up on trouble tickets (TTs) through resolution, ensuring SLA adherence.
Handle customer and business escalations and drive timely issue resolution.
Coach and mentor technical teams, Team Leaders and customer service representatives.
Conduct training, certify trainers and support partner capability development.
Monitor service quality through audits, performance reports and quality checkpoints.
Act as the key coordination point for Consumer Fixed Trouble Ticketing.
Prepare monthly and weekly performance reports and present operational insights.
Maintain E2E process documentation, MoP/WI, training materials and business rules.
Support process design, UAT, regression testing and system implementation.
Work with tools and platforms such as BSCS IX, Siebel CRM, ERP, IN/eServ and web applications.
Identify process risks and opportunities and drive partner productivity and quality improvements.
Support projects and ensure deliverables are completed within agreed timelines.

What We’re Looking For

5+ years of telecom experience, including at least 4 years in a back-office/operations role.
Bachelor’s degree.
CCNA certification preferred/required.
Strong experience in Fixed Consumer Service Assurance, trouble-ticket management or telecom operations.
Good understanding of service assurance processes, SLA management and quality operations.
Experience coaching technical teams and managing service-partner performance.
Strong analytical, reporting and problem-solving skills.
Excellent written and verbal English communication.
Proficiency in Microsoft Office.
Experience with UAT, process documentation and operational improvement is an advantage.

Interested? Send your updated CV highlighting your telecom, fixed service assurance, trouble-ticket, SLA, technical operations and team-coaching experience.

PAN and DOB are required for profile creation.

Role

Account Manager

Timings

Day Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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