Grade: 2

About the Role:
The Experience & Service Assurance role is key to maintaining high-quality service, driving continuous improvement, and supporting Telenor Pakistan’s customer care strategy. This position ensures that franchise operations deliver a seamless customer experience while aligning with business goals.

Key Responsibilities:

• Monitor and manage end-to-end customer experience (CSAT/DSAT) performance of franchises, identifying areas for improvement.

• Communicate timely system/process updates to regional teams and franchise partners.

• Design and implement franchise KPIs, evaluation sheets, and hygiene/ambiance improvement initiatives.

• Manage CSAT-based incentive programs to drive franchise motivation and service quality.

• Conduct online and in-person trainings to align franchise staff with new products, campaigns, and compliance standards.

• Oversee franchise health checks through audits, mystery shopping, and on-ground visits to ensure policy compliance.

• Manage stakeholder relationships, including regional teams, vendors, and escalated customer cases.

• Evaluate inbound/outbound calls, customer complaints, and non-voice support channels.

• Perform quality checks on IVR, website, and digital platforms, analyzing and reporting insights.

• Translate data into actionable insights and recommendations for stakeholders and executives.

• Create visually compelling presentations that clearly communicate key messages and findings.

Your Career Path:
Develop expertise in the customer experience lifecycle while enhancing time management, stakeholder engagement, and data-driven decision-making skills.

Requirements:

• Education: Minimum Bachelor’s degree with relevant specializations.

• Experience: 2+ years in customer experience, service assurance, or franchise management.

• Skills:

  • Data analytics and reporting

  • Knowledge of franchise operations

  • Understanding of customer experience and digital platforms

  • Telecom industry awareness

Why Telenor Pakistan?
At Telenor Pakistan, we are more than a workplace—we are a community driven by learning, growth, and innovation. We provide a platform to develop your professional and personal potential in a dynamic, collaborative environment. As an equal opportunity employer, we embrace diversity, inclusivity, and new ideas.

Our Culture – Telenor’s Guiding Behaviors:

• Always Explore: Challenge norms, embrace curiosity, experiment, and learn from every experience.

• Create Together: Leverage diverse perspectives to deliver the best solutions through collaboration.

• Keep Promises: Act with ownership, accuracy, and integrity in every commitment.

• Be Respectful: Treat everyone with empathy, listen actively, and show care.

Join us to be mentored, empowered, and inspired, and become part of a team positively impacting over 40 million lives every day.