Engineer – Consumer Service Assurance (Fixed)

Job Description

The Engineer – Consumer Service Assurance (Fixed) will be responsible for managing daily Fixed Consumer Service Assurance operations, monitoring trouble tickets, ensuring timely resolution within SLAs, and maintaining service quality across consumer fixed products. The role involves coordinating with service partners, handling customer and business escalations, monitoring performance, conducting quality checks, and coaching customer service representatives and Team Leaders. The candidate will also support process design, system testing, documentation, training, reporting, and continuous improvement initiatives.

Key Responsibilities

• Manage daily Consumer Service Assurance (Fixed) operations.

• Proactively monitor trouble tickets and ensure timely assignment and resolution.

• Monitor and follow up on aged trouble tickets until closure.

• Handle customer and business escalations.

• Ensure adherence to Service Assurance SLAs and quality metrics.

• Conduct quality management checks on customer service activities.

• Coach and develop customer service representatives and Team Leaders.

Required Qualifications & Experience

• Minimum 4 years of experience in a BPO/operations role.

• Minimum 5 years of experience in the telecom industry.

• Bachelor's degree required.

• CCNA certification required.

• Supporting technical certifications are preferred.

• Strong knowledge of telecom operations and service assurance.

Required Skills

• Strong technical and analytical skills.

• Excellent written and spoken English.

• Strong communication and stakeholder-management skills.

• Excellent knowledge of Microsoft Office.

• Trouble Ticketing and Service Assurance.

• SLA and quality management.

• Team coaching and development.

• Process improvement and documentation.

• Telecom operations knowledge.

• System testing and UAT experience.

Work Requirements

• Willingness to work according to operational requirements.

• Ability to manage customer and business escalations.

• Ability to work with service partners and outsourced teams.

• Ability to meet SLA, quality, productivity, and reporting targets.

Important Eligibility

• Ex-TCS employees cannot apply.

• PAN and DOB are required for profile creation.