Head - Quality

About The Role

In this position, you will be responsible for driving the 4G / 5G network optimization, new towns rollout and complaints resolution. Additionally you will also be responsible for driving 4G & 5G KPIs improvement, optimization & site wise performance monitoring on a regular basis along with analysis of the 4G customer complaints and frontend with internal team for end to end delivery of the solutions.

Key Responsibilities

Identification, prioritization, monitoring, tracking and follow-up with Network planning teams and NEET till closure as per network call resolution process.

Reduction in the identified problematic sites.

100% adherence to the network call resolution process.

Analysis of Walk test for In-Building Systems (IBS) and optimization of the network.

Analysis of cluster drives and providing solutions for drop cases, LTE integrity, LTE retainability, and throughput issues.

Performing LTE pre-launch and post-launch network optimization, different markets including TEMS drive analysis, neighbour relation, tilt and parameter optimization.

Planning of RF parameter, hardware configuration & field level changes in Ericsson.

Analysis of RRC attempts, RRC Failures, CS/PS RAB attempts, CS/PS RAB failures, Data only & Data voice Drives.

Analyzing UE traces (UETR) and wireshark captured traces for identifying the throughput issues.

Staying updated with the features and behavior of 4G/5G devices.

Carry out basic parameter checks such as RSRP, SINR, and throughput during the test.

Motivate and drive stakeholders for continual improvements in process KPIs.

Improving end to end customer service experience.

Conduct Traffic & fault Monitoring, analysis for broadband and Fixed Wireless Access (FWA) services.

Reduce customer churn and interaction frequency by collaborating across Network, Wireline Operations, Home Device Operations (HDO), Marketing, and Customer Experience teams.

Enhance key performance indicators (KPIs) for broadband on platforms like Facebook and support Mobility-related KPIs.

Good understanding of 2G,4G, 5G, PGW,SGW,MME,LTE & EPC network.

Oversee the broadband customer experience, with a primary focus on optimizing in-home service quality.

Coordinate with various circle and central teams.

Strong understanding of broadband architecture.

Familiar with basics of IP Routing, Switching, Routers

Knowledgeable in Fixed Wireless Access (FWA) and WiFi technology.

Expertise in data analytics and PowerPoint presentations.

Practical experience in analyzing and resolving broadband and FWA network faults.

Familiarity with 4G and 5G Mobility networks is a plus.

Understanding of transport and fiber network technology

Basic knowledge of Python and VB queries is beneficial.

Proficient in understanding network KPIs and developing improvement plans.

Must possess execution and project management skills.

#BAL