Job Description

Locations: Barbados

Categories: Customer Service

Req ID: 77471

What's The Role

Reporting to the Manager, Quality Assurance, the Quality Assurance Auditor will be responsible for conducting audits on Residential & SME work orders, fault reports and accounts ensuring accuracy and consistency between the customer request, services rendered and what was documented in relevant systems across the Cluster. The Quality Assurance Auditor will also play a critical role in ensuring process adherence through report monitoring and the engaging of various teams as well as have responsibility for the establishment and enforcement of service delivery standards from an order/ticket perspective to ensure operational efficiency.

What You'll Do

• Conduct audits on a sample of outstanding/completed work orders for technician visit to confirm validity of customer information and services to be provided
• Conduct audits of a sample of completed jobs to ensure technician & dispatch compliance with outlined standards as well as confirmation of services by the customer
• Investigate jobs that are found to deviate from standards to determine root cause and corrective action to be taken
• Ensure distribution of reports under department mandate and follow-up with the respective teams where bottle necks exist within the Service Delivery space.
• Follow up on aged “Not Done” jobs with relevant department(s) to ensure that all customers on that list are activated in a timely manner
• Report all ‘non-compliance’ to relevant HOD’s and the line manager including:
• ➢ Work Order Discrepancies
• ➢ Pending ‘No Appointment’ work orders
• ➢ Pending work orders on incorrect status after schedule date
• Perform investigative research, trend analysis and interpret information to be used for logging and escalating of issues
• Perform spot checks where required on customer interaction activities to ensure accurate information is relayed and provide feedback on agent knowledge gaps
• Drive continuous improvement of core processes within Service Delivery to ensure quality is maintained while efficiency is optimized
• Use knowledge of service delivery process, order raising and potential challenges to resolve order issues where required eg: potential billing issues
• Keep updated on current product offerings, fees and provisioning procedures
• Provide guidance and training to teams within the service delivery process on best practices, procedures, processes and standards
• Conduct review meetings with internal teams on quality performance
• Maintain Quality Assurance documentation
• Perform any other duties ancillary to or related to the foregoing.

Required to liaise with:

• All internal stakeholders
• Contractors

Knowledge & Experience

• 5 CXC passes including English and Mathematics
• At least 5 years’ experience in the field of service delivery and telecommunications.
• Must possess strong interpersonal and cross-functional communication skills
• Must possess excellent analytical and problem-solving skills, demonstrating strong attention to detail and critical thinking
• Must possess a passion for customer satisfaction.
• Must have Relationship Management and conflict resolution skills
• Working knowledge of Microsoft Word, Suite, particularly Microsoft Excel
• Exceptional organizational, time management and coordination skills
• Must be team and solutions oriented
• Must be able to complete tasks with little supervision, be proactive and take initiative
• Must be willing to actively increase knowledge about products, services, and processes
• Must have the ability to work with and motivate others in a team-oriented workplace.
• Outgoing, self-assured, able to adapt to rapidly changing business environment.
• Excellent communicator, professional and friendly approach to both external and internal customers.

Who We Are

We are the leading telecommunications company, connecting more than 40 markets in Latin America and the Caribbean with our video, broadband internet, telephony, and mobile services under the consumer brands VTR, Flow, Liberty, Más Móvil, BTC, and Cabletica. We started small, and now we’re growing. We’re excited about the future as we strive to unlock opportunities in the region

Why Join Us

Technology excites us enables us and drives us. We´re proud of the services we provide, the markets that we serve, and our people coming together to enhance our customers´ lives with technology so that they can connect, work, live and play without missing beat. Throughout Liberty Latin America, our passion and pride are brought to life through our shared vision to bring innovation that will create moments that matter to our customers, delivering growth in our markets with one vision, one culture, and one team.

Liberty Latin America provides equal employment and advancement opportunities to all colleagues and applicants for employment without regard to age, color, citizenship, disability or perceived disability, ethnicity, gender, gender identity or expression, genetic information, marital or domestic partner status, military or veteran status, national origin, pregnancy/childbirth, race, religion, sexual orientation, or any other category protected by federal, state, and/or local laws

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