Quality Inspector

Company description:

Digicel Group Limited

About Digicel

Enabling customers to live, work, play and flourish in a connected world, Digicel’s world class LTE and fibre networks deliver state-of-the-art mobile, home and business solutions.

Serving 10 million 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 the Better-Connected ethos at the heart of everything, its 5,000 employees worldwide work together to make that a powerful reality for customers, communities and countries day in, day out.

Digicel also delivers news, sports broadcasting, digital media and financial services in several of its markets.

Visit www.digicelgroup.com for more.

Job description:

Job Title: Quality Inspector

Primary objective of the job: 

The Quality Inspector will be required to 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 plants.

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 to maintain the Digicel customer experience, safety and brand standards

• Conduct weekly real-time and post quality checks (of the crews within installations and fault repair) per crew as outlined by the department manager

• 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

• Carry out regular vehicle, equipment (consumables / CPE) and personnel presentation checks of the field crews

• 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 as per SLAs
• Update tickets in a 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

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

• Ensure that tools and test equipment are properly maintained and calibrated
• Follow all company’s filed procedures and protocols
• Perform related work: the duties listed above are intended only as illustrations of the various types of work that may be performed. The omission of specific statements of duties do not exclude them from the position if the work is similar, related or logical assignment for that position

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 telecommunications 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 workforce 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 and public groups
• Ability to define problems, collect data, establish facts, and draw valid conclusions
• Report / business Writing Skills
• Supervisory Skills