Administration & Quality Analyst at Orange Telkom

Administration & Quality Analyst Job Responsibilities

• Develop and maintain a resourcing schedule that maps expected contact volumes, with the ETS NOC, Helpdesk and Intervention resources.
• Monitoring Real-time Helpdesk queue management, ENOC availability, and Intervention cover and challenge non-adherence to ensure Quality promise is maintained.
• Analyze data (call volumes, emails, activities) to report trends and forecasting to management
• Provide weekly and monthly reporting on performance at individual and team level
• Undertake process and productivity reviews to ensure optimized workflow across team within the
• Proactively deliver in-depth analysis to lead change and drive operational effectiveness and efficiency
• Maintain a relationship with the Sales, Operations, Marketing and Technology teams to ensure advanced warning of new products, changes or campaigns that may result in resource peaks.
• Ensure all ETS systems, desktops and equipment is fully functioning, liaising with IT to seek resolution
• Research & Development – Conduct what-if test scenarios of shift patterns to develop optimal resourcing plans

Qualifications for the Administration & Quality Analyst Job

• University degree in IT/Computer Science/Engineering/Telecommunications.
• One to three years’ work experience in tier 2 network support.
• Cisco Certified Network Associate is a Plus

Key Competencies

• Customer & results orientation
• Experience with managing Enterprise customers’ expectations
• Ability to learn new technologies quickly in a self-study environment.
• Problem solving, troubleshooting and analytical thinking
• Planning and organizing and pro-active approach
• Team-work, communication and co-operation
• Ability to multi-task in a high pressured, time critical environment.
• Willing to work a flexible schedule to meet24/7 business requirements