Description :

Grade Level: L2

Location: Islamabad

Last date to apply: 28th Sep 2021

What is a Process & UAT Expert?

A Process & UAT Expert is a part of the Customer Experience Management Team who would be responsible to perform the following tasks:

• User acceptance testing for Products/Services & systems
• Testing of different departments in Jazz I.e. Technology, PD, Marketing, DFS, CRA to check and ensure the end to end functionality
• Identification and fixture of issues to save potential exposure and customer experience
• Identify areas of improvement and recommend ways to revamp the processes for better customer experience
• Research, design, digitize and develop processes to optimize customer journey
• Collect data for analysis to uncover areas for improvements and innovation
• Communicating with all customer touch point/channels regarding any new/change in products/processes

The role reports directly to the Stream Head Process & Policy and has 11 people reporting directly

What does a Process & UAT Expert do?

Key responsibilities

• Products, Services & system will be tested as per implementation plan
• Based on the functionality & user testing, time may be split for Day & Night
• Platform cutovers and looking after post implementation issues
• Looking after multiple domains (DFS, VAS, Segments, Tech)
• Analyse & optimize existing business processes to increase efficiency & reduce process related cost as well as good customer experience
• Communicating to CX channels for any change in services\products/systems
• Focus on efficient workflow in the business operations functions & achieve full digitalization
• Data analysis to deep-dive and discover process improvement opportunities
• Support stakeholders (Tech, Commercial, CX, Regulatory etc.) for service \ product complaints, projects impacting processes or customer experience
• Timely UAT results after conducting every single testing
• Ensuring there shouldn’t be any revenue leakage in the products\services
• Development, improvement and management of processes
• Automation and digitization of customer experience and customer processes
• Weekly \ Monthly reports for product testing, automation of processes, other projects assigned

Key Deliverables

• Timely UAT results after conducting every single testing
• Ensuring there shouldn’t be any revenue leakage in the products\services
• Development, improvement and management of processes
• Automation and digitization of customer experience and customer processes
• Weekly \ Monthly reports for product testing, automation of processes, other projects assigned

Jazz is an equal opportunity employer. We celebrate, support, and thrive on diversity and are committed to creating an inclusive environment for all employees.

Requirements

What are we looking for and what does it require to be a Process & UAT Expert?

Masters or Graduation from a recognized institute with 5+ years of relevant experience of using CRM for conducting UATs, implementing process, improvement related projects

Soft skills and technical skills required

• Excellent Communication skills
• Internal/external stakeholders management
• Business Process Re-engineering
• Six Sigma (Preferable)
• Project Management (Preferable)
• Analytical & Presentation Skills

Technical Skills

• Detailed Knowledge User Acceptance Testing
• Charging system (Basic understanding)
• CRM
• Web\App services flow\API integrations
• JIRA
• Microsoft Office
• MS Visio

Benefits

Why Join Jazz?

As one of the leading employers in the country, Jazz epitomizes the philosophy that each Jazz employee is passionately living a better every day inspired and enabled by visionary leadership, a unique professional culture, a flourishing lifestyle, and continuous learning and development.

As one of the largest private sector organizations in Pakistan, our objective is to continue to change the lives of our 70 million customers for the better. This is an opportunity for someone who wants to be part of something transformative, someone who can play a critical role in driving our success. Together, we can empower millions more with the tools necessary to progress in an increasingly digital economy.