Overview

The Quality Senior Controller is responsible for the implementation, control and analysis of Mobile Network Quality and Services’ quality according to the International Standards (ISO 9001, 10002) as well as the Quality Strategy of MTS Armenia and MTS Group.
Viva-MTS ensures a fair and transparent recruitment process without discrimination against age, race, gender, disability or socio-political position.

Responsibilities:


- Collect, analyze and develop data from Technical and IS departments on weekly and monthly basis
- Analyze and control the behavior of KPIs of a mobile network and IS services for timely response to changes in order to improve the situation
- KPI Goal Setting
- Monitor processes to ensure compliance with KPIs
- Prepare, develop and provide daily/weekly/monthly and special reports as well as necessary data requiring an in-depth evaluation of various quality factors from TD, ISD, Contact Center and Service Centers
- Prepare analysis and benchmark reports
- Analyze the global trends in the field of mobile network quality
- Monitor the dynamics of customer complaints (Radio, VAS, Core, Billing, etc.) on daily bases
- Participate in current projects upon manager’s request
- Process audit
- Adaptation and control over the implementation of quality standards
- Initiation of changes and process optimization to improve quality indicators and improve customer experience
- Provide recommendations on improvement of the quality of network services and services depending on IS systems
- Conducting crowdsourcing projects, projects to improve customer experience

Required Qualifications:


- Knowledge and understanding of the mobile network – technologies, KPIs, principles of work, etc.
- Advanced Microsoft excel, think-cell knowledge
- Working with databases
- Ability to read large documents and standards, adapt them in Russian and English languages
- At least 2 years of experience in telecom and/or IT, radio communication field
- Higher education in Technical sphere
- General understanding of the business
- Knowledge of project management methodologies
- Ability to use different technology and systems for monitoring quality of service
- Excellent knowledge of English and Russian both oral and written
- Analytical and effective decision making skills
- Ability to work under pressure and meet the set deadlines
- Good communication and problem solving skills

About K-Telecom CJSC (Viva-MTS)

VivaCell-MTS (K-Telecom CJSC) provides mobile coverage in 2G/ 3.75G/ 4G networks offering a wide range of voice and data services all across Armenia since 2005.