CXX Monitoring & Reporting Analyst at Vodafone Ghana

About The Job

Role Purpose

• 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.

This include but not limited to:

• Monitor and evaluate quality systems and processes for COPs and Mobile business.
• Develop robust customer journeys (digital and mobile) by collating customer feedback, analysing data, and creating reports for the management team.
• Ensure all customer journeys are efficient and serving the customer’s needs through periodic testing, feedback sharing and improvement.
• Support the Process and Project Execution Manager to develop, simplify and automate processes for the business.

Core Competencies, Knowledge and Experience:

• Sharp customer-mindedness; an ability to take a typical customer view and translate to actionable business areas
• Analytical thinking and good decision-making skills
• Excellent stakeholder management
• Result-oriented – able to recommend, execute and take corrective action, if appropriate
• Able to work independently, self-directed and solutions-oriented
• Strong analytic skills and ability to quickly grasp the essence of new business and process area
• Ability to work with cross-functional teams
• Good writing and presentation skills.
• Leadership and Teamwork:
  • Work proactively with all stakeholders to deliver exceptional performance on all deliverables:
  • Communication
  • Influence and present to DTCOPS Leadership
  • Influence other stakeholders to deliver on timelines
  • Able to build relationships with key stakeholders

Technical and Professional Qualification:

• Minimum of a High National Diploma (HND) or a bachelor’s degree in business administration or related discipline

Technical competencies: 

• Project Management Experience
• Six Sigma or related certification will be an advantage
• Telecommunications Service Quality and Customer Experience will be an advantage
• Experience using Microsoft Office especially proficient in Excel, PowerPoint & Visio
• Outstanding knowledge of database systems and report management software applications
• Stakeholder Management Experience