At Vodafone, we\u2019re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it\u2019s our human spirit, together with technology, that empowers us to achieve this.<\/p>\n
We challenge and innovate in order to connect people, businesses, and communities across the world. Delighting our customers and earning their loyalty drive us, and we experiment, learn fast and get it done, together.<\/p>\n
With us, you can be truly be yourself and belong, share inspiration, embrace new opportunities, thrive, and make a real difference.<\/p>\n
Job Description<\/b><\/p>\n
Job Title: CXX Monitoring & Reporting Analyst\u00a0<\/b><\/p>\n
Role Purpose<\/b><\/p>\n
The CXX Monitoring & Reporting Analyst will assist the Customer Experience Manager to ensure the overall quality assurance of customer experience and operations for Vodafone Ghana.<\/p>\n
This include but not limited to:
\n\u00a7\u00a0\u00a0 \u00a0Monitor and evaluate quality systems and processes for COPs and Mobile business.
\n\u00a7\u00a0\u00a0 \u00a0Develop robust customer journeys (digital and mobile) by collating customer feedback, analysing data, and creating reports for the management team.
\n\u00a7\u00a0\u00a0 \u00a0Ensure all customer journeys are efficient and serving the customer\u2019s needs through periodic testing, feedback sharing and improvement.
\n\u00a7\u00a0\u00a0 \u00a0Support the Process and Project Execution Manager to develop, simplify and automate processes for the business.<\/p>\n
Core Competencies, Knowledge and Experience<\/b><\/p>\n
\u2022\u00a0\u00a0 \u00a0Sharp customer-mindedness; an ability to take a typical customer view and translate to actionable business areas
\n\u2022\u00a0 \u00a0 Analytical thinking and good decision-making skills
\n\u2022\u00a0 \u00a0 Excellent stakeholder management
\n\u2022\u00a0 \u00a0 Result-oriented \u2013 able to recommend, execute and take corrective action, if appropriate
\n\u2022\u00a0 \u00a0 Able to work independently, self-directed and solutions-oriented
\n\u2022\u00a0 \u00a0 Strong analytic skills and ability to quickly grasp the essence of new business and process area
\n\u2022\u00a0 \u00a0 Ability to work with cross-functional teams
\n\u2022\u00a0 \u00a0 Good writing and presentation skills.<\/p>\n
Leadership and Teamwork
\nWork proactively with all stakeholders to deliver exceptional performance on all deliverables:
\nCommunication
\n\uf0a7\u00a0\u00a0 \u00a0Influence and present to DTCOPS Leadership
\n\uf0a7\u00a0\u00a0 \u00a0Influence other stakeholders to deliver on timelines
\n\uf0a7\u00a0\u00a0 \u00a0Able to build relationships with key stakeholders<\/p>\n
Technical and Professional Qualification<\/b><\/p>\n
\u00a7\u00a0\u00a0 \u00a0Minimum of a High National Diploma (HND) or a bachelor\u2019s degree in business administration or related discipline
\n\u00a7\u00a0\u00a0 \u00a0Technical competencies:
\no\u00a0\u00a0 \u00a0Project Management Experience
\no\u00a0\u00a0 \u00a0Six Sigma or related certification will be an advantage
\no\u00a0\u00a0 \u00a0Telecommunications Service Quality and Customer Experience will be an advantage
\no\u00a0\u00a0 \u00a0Experience using Microsoft Office especially proficient in Excel, PowerPoint & Visio
\no\u00a0\u00a0 \u00a0Outstanding knowledge of database systems and report management software applications
\no\u00a0\u00a0 \u00a0Stakeholder Management Experience<\/p>\n
Not a perfect fit?<\/b><\/p>\n
Worried that you don\u2019t meet all the desired criteria exactly? At Vodafone we are passionate about Inclusion for All and creating a workplace where everyone can thrive, whatever their personal or professional background. If you\u2019re excited about this role but your experience doesn\u2019t align exactly with every part of the job description, we encourage you to apply as you may be the right candidate for this role or another role, and our recruitment team can help you see how your skills fit in.<\/p>\n","protected":false},"excerpt":{"rendered":"
At Vodafone, we\u2019re working hard to build a better future. A more connected, inclusive and sustainable world. As a dynamic global community, it\u2019s our human spirit, together with technology, that…..<\/p>\n","protected":false},"author":6721,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"om_disable_all_campaigns":false,"jetpack_post_was_ever_published":false,"_jetpack_newsletter_access":"","_jetpack_newsletter_tier_id":0,"footnotes":"","jetpack_publicize_message":"","jetpack_is_tweetstorm":false,"jetpack_publicize_feature_enabled":true,"jetpack_social_post_already_shared":true,"jetpack_social_options":{"image_generator_settings":{"template":"highway","enabled":false}}},"categories":[85],"tags":[2027],"jetpack_publicize_connections":[],"jetpack_featured_media_url":"","jetpack_sharing_enabled":true,"jetpack_shortlink":"https:\/\/wp.me\/p2nO32-mB6","_links":{"self":[{"href":"https:\/\/joblistghana.com\/wp-json\/wp\/v2\/posts\/86868"}],"collection":[{"href":"https:\/\/joblistghana.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/joblistghana.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/joblistghana.com\/wp-json\/wp\/v2\/users\/6721"}],"replies":[{"embeddable":true,"href":"https:\/\/joblistghana.com\/wp-json\/wp\/v2\/comments?post=86868"}],"version-history":[{"count":0,"href":"https:\/\/joblistghana.com\/wp-json\/wp\/v2\/posts\/86868\/revisions"}],"wp:attachment":[{"href":"https:\/\/joblistghana.com\/wp-json\/wp\/v2\/media?parent=86868"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/joblistghana.com\/wp-json\/wp\/v2\/categories?post=86868"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/joblistghana.com\/wp-json\/wp\/v2\/tags?post=86868"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}