Engineer – Consumer Service Assurance
Gratitude IncEngineer – Consumer Service Assurance
Job Description
Key Skills
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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
Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.
Interview Tips
- Giving the VNA round?
- What are the most important skills you acquired as a Soft Skills/VNA trainer?
- How would you handle an irate customer?
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