Analyst Preventative and Insight

Job description / Role

Apply today to join our Marketing Team as Analyst Preventative and Insight, based out of Ajman, you would be collecting and analyzing data available related to customer complaints, causing customer dissatisfaction or contributing to revenue opportunities loss, and accordingly escalate to relevant parties within the organization to apply fixes and proactively prevent recurrence.Follow up and monitor the impact of fixes applied to ensure consistent customer experience. Participate in Products, Service design, and UAT phase, to highlight potential risk areas lead to customer complaints, either from process design or from IT failures.

Duties & Responsibilities:
- Raise flags on bugs related to system, policies, and operational procedures which are impacting customers’ experience and causing customers’ complaints.
- Analyze and report complaints trends and provide suggested root fixes in coordination with the relevant departments “CIT, engineering, operations, etc..).
- Conduct relevant complaints studies and researches to drive and support management direction and decisions.
- Raise detailed business requirements and change requests documents to drive fixes and improvement.
- Suggest policy enhancements.
- Explore frontline and service recovery teams FCR opportunities for better and effective complaints resolution.
- Coordinate for smooth fix implementation with involved sections.
- Identify opportunities to improve process, planning or performance through analysis of work order flow, project demands and expectations.
- Measure and evaluate the impact on applied fixes.
- Participate in User acceptance tests.
- Examine and evaluate the current process and develop plans to maximize effectiveness.
- Handle escalated issues from operational teams and coordinate the fix with the relevant teams.

Requirements

- Bachelor’s degree in Business Administration/Marketing or related.
- 3 to 5 years operational experience preferably in Telecommunications Industry.

About the Company

Etisalat has been the telecommunications service provider in the UAE since 1976, and has built up a modern telecom infrastructure and established itself as an innovative and reliable operator.

Etisalat stands 140th among the Financial Times Top 500 Corporations in the world in terms of market capitalization, and is ranked by The Middle East magazine as the 6th largest company in the Middle East in terms of capitalization and revenues. The Corporation is the largest contributor outside the oil sector to development programmes of the UAE Federal Government, and is an award-winning socially responsible corporation. Etisalat has also won accolades from across the region for its nationalization programme.