12 days ago

Service Quality Manager

Sunrise Communications AG

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Service Quality Manager

Welcome to the world's most exciting industry! One in four Swiss residents relies on Sunrise on a daily basis - from their very first e-mail in the morning to their evening movie. That means our performance really matters. And that's why we are looking for employees who are truly passionate about what they do.

Service Quality Manager


Duties and responsibilities:
    • Responsible for the recurrent Front Line quality monitoring
    • Identifying and communicating Front Line quality improvements as well as follow-up
    • Managing and implementing Front Line feedback (collect, assess, prioritize, implement, follow-up)
    • Responsible for the recurrent NPS monitoring, diagnosis and improvement initiatives
    • Managing a portfolio of transversal initiatives with impact on the NPS and PTC
    • Regular interface to the IT team to prioritize and follow-up on change request implementation
    • Front Line processes evaluation, re-design and improvement
    • Investigation of "root-causes" - analysis of impacts on processes and front line performance, as well as initiation and execution of projects
    • Lead and develop the Quality team

Qualifications:
    • University Degree
    • Long-standing experience in customer operations processes in the telco industry (understanding drivers, processes, transversal dependencies, constraints)
    • Extensive knowledge of the telco, IT and CTI systems
    • Experience in Project Management
    • Can-do attitude / hands-on / sense of urgency
    • Strong analytical skills
    • Strong leadership skills (communication, motivation)
    • Understanding of complex context and processes
    • Fluent in English
    • German, French and/or Italian is an asset


At Sunrise, you will be working in a dynamic environment where a lot can be achieved through dedication. A wide range of opportunities for professional development will be available to you. In addition to progressive employee benefits, you will receive attractive telecommunications offers.

We believe that teamwork is the key to making work fun. Do you agree? Then seize the moment and apply online only!

[ Apply now ]