Engineer – Consumer Service Assurance (Fixed)

Location: Pune / Kolkata
Experience: 5–8 Years
Band: BPO 1/2/3
Salary: Up to ₹9 LPA

Job Purpose

We are looking for an experienced Engineer – Consumer Service Assurance (Fixed) to lead fixed consumer service assurance operations and manage associated service partners.

The role will be responsible for ensuring exceptional customer service assurance across fixed consumer product lines nationwide, maintaining operational control over partner operations, meeting SLA and quality targets, and developing the technical capabilities of remote and field teams.

The ideal candidate should have strong technical expertise in telecom fixed-access technologies, customer service assurance, trouble-ticket management, partner management, escalation handling, process improvement, and team coaching.

Key Responsibilities

• Manage day-to-day Consumer Service Assurance (Fixed) operations.

• Proactively monitor fixed consumer trouble tickets to ensure appropriate assignment and timely resolution.

• Monitor and follow up on all ageing trouble tickets until closure.

• Ensure adherence to agreed Service Assurance SLAs and quality metrics.

• Handle customer and business-team escalations and promote a service-oriented work environment.

• Act as the SPOC for Consumer Fixed Trouble Ticketing and support projects initiated by commercial teams.

• Train and certify trainers responsible for training outsourced service partners.

• Coach and develop Customer Service Representatives and Team Leaders to maximize team performance.

• Conduct quality-management checks and audits to ensure consistent service delivery.

• Prepare and present monthly and weekly performance reports.

• Maintain updated E2E process documentation, MoP/WI, business rules, and training materials.

• Participate in operational process design and prepare business requirements for system development.

• Support UAT, implementation testing, and regression testing of relevant systems.

• Ensure systems adequately support defined business processes and report defects through agreed channels.

• Train teams on newly designed processes and system implementations.

• Drive improvements in partner productivity and QA performance.

• Conduct quarterly risk and opportunity assessments.

• Present process-efficiency evidence and team-development plans as required.

• Monitor employee engagement and contribute to achieving organizational targets.

• Continuously improve knowledge of telecom trouble-ticketing processes and fixed consumer operations.

Required Qualifications & Skills

• Bachelor’s degree or equivalent; additional relevant certifications preferred.

• Minimum 4 years of experience in a back-office (BO) role.

• Minimum 5 years of experience in the telecom industry.

• CCNA certification is required.

• Strong understanding of telecom service assurance and fixed-access technologies.

• Experience in trouble-ticket management, SLA monitoring, escalations, and partner operations.

• Strong analytical and problem-solving skills.

• Excellent written and spoken English communication.

• Excellent knowledge of Microsoft Office, particularly Excel and reporting tools.

• Experience with process documentation, UAT, testing, and operational improvement will be an advantage.

Important Eligibility Note

Ex-TCS employees are not eligible to apply.

PAN and Date of Birth (DOB) are required for profile creation.

Mandatory Questionnaire

All applicants must complete the questionnaire form before their profile can be considered. Filling out this form is mandatory.

https://myglit.com/lateral/cref/bd13fbad0b

Note: Please replace the above link with your actual questionnaire/form URL before publishing the JD.

Only candidates who complete the questionnaire will be considered for further processing.