Quality Inspector (Project)

Company description:

About Digicel

As a Digital Operator, Digicel is in the business of delivering powerful digital experiences 1440 minutes of each day to customers – that’s every minute, all day, every day.

Through its world-class LTE and fibre networks, together with its suite of apps spanning sports, news, local radio and podcasts, TV streaming, enhanced messaging and marketplaces and self-care, Digicel is the only operator in its markets that can deliver that.

Serving consumer and business customers in 25 markets in the Caribbean and Central America, its investments of over US$5 billion and a commitment to its communities through its Digicel Foundations in Haiti, Jamaica and Trinidad & Tobago have contributed to positive outcomes for over 2 million people to date.

With its Better Together brand, Digicel is making a promise of simply more to customers and communities and its 5,000 employees worldwide work together to make that a powerful reality day in, day out.

Visit www.digicelgroup.com for more.

Job description:

Job Title: Quality Inspector (6-month Contract)

Primary objective of the job:

The QUALITY INSPECTOR is responsible for:

• Continuously monitor and audit internal and third party personnel to measure compliance against defined KPIs and SLAs for Installations, Faults and Maintenance works across the Digicel FTTx and Microwave networks.
• Execute and report on in field investigations into customer complaints and work related accidents involving Digicel Employees, Contractors or Plant.

This position is a 6-month contract (in the first instance) with the potential of a month to month renewal. 

Main Duties and Responsibilities:

• Execution of quality and safety assurance checks in the field to ensure that third party and Digicel personnel are adhering to quality and safety standards in order to maintain the Digicel customer experience, safety and brand standards

• To conduct weekly real-time and post quality checks (of the crews within installations and fault repair) per crew as outlined by the Department Manager

• To provide timely reports to the Department Manager of any serious breaches of health and safety, quality, brand misrepresentation and / or repeat breaches of a less serious nature

• To carry out regular vehicle, equipment (consumables / CPE) and personnel presentation checks of the Field Crews

• To conduct regular audits of Field Team Leaders / Team Managers records to ensure that the Digicel field requirements and standards are being adhered to

• Participate in site surveys and site meetings.

• Ticket Management:
  • Monitors ticket queues during normal business hours.
  • Ensure all assigned tickets are handled per SLAs
  • Update tickets in timely manner and with detailed and accurate information on findings and time of resolution.
  • Document and maintain a record of all customer interactions

• Comprehend customer requirements and make appropriate recommendations/ briefings. Where uncertain, ensure that the requisite interface is built between Digicel

• Build positive relationships with customers.

• Guarantee representation of the Digicel brand by always acting and dressing professionally.

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• Guide, assess and ATP work performed by Sub-Contractors to ensure that it meets the necessary standards

• Ensures that tools and test equipment are properly maintained and calibrated

Academic Qualifications and Experience Required:

• Technician’s Diploma in EEET or Telecoms and/or related certification.
• Proficiency in MS Word/Excel/PowerPoint
• Experience in managing 3rd party vendors and management of customer interactions within a telecoms environment.
• An acceptable combination of academic qualifications and work experience may be considered in lieu of minimum requirements.

Functional Skills:

• Ability to read, analyze, and interpret common scientific and technical journals, and work force management tools and systems 
• Ability to respond to common inquiries or complaints from internal and external customers, or members of the business community and public. 
• Ability to effectively present information to management, public groups
• Ability to define problems, collect data, establish facts, and draw valid conclusions. 
• Report / business Writing Skills
• Supervisory Skills
• Proficient in MS Word/Excel/PowerPoint
• Ability to work under pressure, producing excellent results within tight deadlines
• Strong commercial acumen