Un Specialist Billing Integrity and Quality

Afrik Intérim HR services est un fournisseur de solutions de ressources humaines de premier ordre.

S’inscrivant dans une logique partenariale, d’amélioration continue et orienté vers la performance, Afrik Intérim HR Services vous accompagne dans la gestion de votre Capitale Humain de manière efficace et efficiente afin de garantir l’atteinte de vos objectifs de manière durable.

Fort d’une expérience de plus de 20 ans, nous travaillons au rapprochement des Hommes et des Entreprises, en RDC.

Nous recrutons Un Specialist Billing Integrity and Quality, pour le compte d'un de nos clients qui évolue dans le secteur de Télécommunication.

The Specialist Billing Integrity and Quality is responsible for addressing customer complains relative to billing (prepaid, VAS and CVM products) logged from Customer Care Service. He acts as a second level of support for tickets resolution around Billing (service provisioning, bundle activation and allocation issues, charging errors, VAS services issues, problem on recharges, bonus campaign etc). In addition to ticket resolution, he will assist in maintaining and improving billing accuracy, compliance and revenue assurance within the telecom billing ecosystem with a specific focus on verifying and reporting transactions completeness across different billing platforms.

This role plays a crucial part in assuring customers satisfaction by reaching the Service Level Agreement in tickets resolution. The Specialist Billing Integrity and Quality will conduct detailed analyses, troubleshooting and work closely with cross-functional teams to resolve customers concerns.

1.2. Work Conditions:

• Responsibilities related to this position require that the candidate be resident in Kinshasa, the DR of CONGO.

• This position requires a candidate to be disciplined, capable of engaging with both peers IT and Managers and Vodacom DRC leaders to secure support in Customer problem resolution and the integrity assurance of BIT transactions.

• The candidate must be willing to work long hours in general and specifically when handling P1 or P2 incidents to provide impact report analysis towards stakeholders about how the incident is being dealt with until closure.

• The role suggests that for some critical tasks, to the extent that it is reasonably acceptable, the Specialist Billing Integrity and Quality will be subjected to work until task completion as opposed official work start and end time. The compensation for such break hours will be made in accordance with the Billing Administration & Technology Assurance.

• 2 years professional experience in telecom billing, customer complains resolution or data analysis. o God knowledge of GSM architecture and Charging system.

• Proficiency in data analysis tools, such as good level in running PL/SQL program and applications development.

• Excellent computer literacy in Word, Excel, and PowerPoint are required.

• Strong attention to detail and problem-solving skills.

• Familiarity with telecom billing systems o Excellent communication and collaboration skills to work with cross-functional teams.

• Bachelor’s degree in computer sciences, mathematic or related field.

1. Responsibilities Overview

The Specialist Billing Integrity and Quality will be responsible of the following functions within the Billing and IT department:

2.1 Customer complains resolution

• Ensure 2nd level support for all customer’s queries logged from Customer Care Service relative to prepaid, VAS, and bonus campaign offered to individual customers.

• Investigate services provisioning problem, billing/charging errors and anomalies for each specific issue, determine root causes, and collaborate with IT system Owners and network teams to resolve them.

• Execute refund on customer balance unduly debited and assure due services or benefits are provided.

• After issue resolution, provide to the first level of support proper feedback within the SLA to ensure customer satisfaction.

• Escalate unresolved issues and coordinate with relevant departments to ensure timely resolution.

• Provide guidance on billing practices and error resolution to first level of support to prevent high rate of problem escalation.

2.2 Process Improvement

• Identify and implement best practices in billing processes to enhance accuracy and efficiency.

• Develop and implement processes to prevent identified recurrent issues and improve billing integrity.

• Provide input on system enhancements, data accuracy improvements, and process optimization.

• Work with the billing systems team to implement changes to software or processes to reduce errors.

2.3 Billing Integrity Day to Day Key Indicators Monitoring

Subscribers base Integrity and Assurance (Regen)

• CRM vs CCS

• CRM vs Mobile Money DB

• CRM vs HLR

• CRM vs Billing DB

Integrity Assurance of billing transactions across different billing platforms

• Billing Integrity Assurance of transactions running across various billing platform: Converged Billing Platform, Mobile Money Platform, Electronic voucher, VAS systems etc Incident Impact Analysis and support for Remediation.

• Evaluate incident’s impact on customers, revenues, and services.

• Provide CDRs insight during incident troubleshooting o Support in providing corrective data after the closure of incident. Data Analysis & Reporting

• Perform regular audits of billing system data and provide comprehensive reports on findings.

• Analyze billing data for accuracy and consistency, using automated tools o Report and document billing discrepancies and follow up on their resolution.