Senior Manager, Network Quality and Customer Experience Assurance

3 days ago

hong kong, Hong Kong SAR China PCCW LTD Full time

Your Role Oversee and address customer complaints across multiple channels related to mobile network services, including conducting in-depth complaint analysis and providing management support for VIP complaints Perform big data analysis to enhance Network Performance and Customer Satisfaction Design & invent tools and measures over advanced 5G/4G network to early detect customer problems and to improve customer experiences Enable AI-based trend analysis over network Big Data to monitor and assure excellent performance over networks, customer groups, device models, handset applications, and other different dimensions Review network performance (RAN and Core), monitor key metrics (KPI/KQI), and manage trouble tickets Develop and implement service quality improvement strategies Collaborate with other Business Units to facilitate defining the selling strategy To Succeed in the Role Bachelor's Degree in Engineering / IT / Communication / Customer Relationship Management or related disciplines with min. 10 years' relevant working experience Experience in RAN / Core performance management will be an advantage Good programming skills – Python, Shell, SQL etc is an advantage Self-motivated and able to act as a team player Good command in English, Cantonese and Mandarin Work Location: Hong Kong We offer competitive salary package with attractive benefits, including no less than 14 days Annual Leave, Medical Insurance and Discretionary Bonus. If you have the desire for an exciting and rewarding career, please click APPLY NOW or apply by sending your resume immediately to , quoting your present and expected salary. HKT is an equal opportunity employer and welcomes applications from all qualified candidates. Information provided will be treated in strict confidence and will only be used for recruitment-related purposes. Personal data provided by job applicants will be used strictly in accordance with the employer's personal data policies ( a copy of which will be provided immediately upon request. Ref ID: 58039 #J-18808-Ljbffr

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