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

Not a perfect fit?

Worried that you don’t 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’re excited about this role but your experience doesn’t 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.