Job Description

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.