Available Opportunities
VAC8232 - Specialist, Collection & Billing Quality Assurance
Field: Customer Care Contract Type: Full Time - Permanent
Location: Kuwait - Kuwait City Closing date: 30-Nov-2021
The Company:

Ooredoo is an organisation on the move. Thanks to our dedicated employees, we continue to move closer towards our vision to be among the top 20 telecommunications companies in the world by 2020.

We are a dynamic global telecommunications player operating in 17 countries across the Middle East, North Africa (MENA) and Asia. We cover a population of more than half a billion people and serve more than 68 million customers.

In Kuwait, we employ approximately 1,000 talented people, all of whom are driving Ooredoo to be the number one choice for world-class communications services in Kuwait. In the face of intensifying competition, increasingly sophisticated technology and rising customer expectations, nothing is more important to our success than our team – and it's a team that you can be part of.

Ooredoo's future is bright, and you can be part of our ongoing success.

The Role:

Responsible for all activities involving Billing quality assurance and compliance with Ooredoo’s quality standards. Conducts tests, reviews, documents defects and escalates for fixes.

Comes up with test plans that includes compiling test data and devising test scenarios.

Key Responsibilties:
  • Ensure the dunning actions are taking place on time and manage dunning events daily.
  • Ensure Customer updates / paymentsare filtered from the dunning list.
  • Ensure Dunning SMS/Notifications are quality checked for consistency and timeliness.
  • Liase with other stakeholders in case of delayes in dunning events to notify and seek approval to send dunning events.
  • Perform Bill Sample planning
  • Reviewing Test data and requesting Test Bill Generation
  • Formulate test scenarios
  • Conduct Testing
  • Prioritize Fail test cases based on criteria like impact and severity
  • Escalate to the concerned for fixing in case of failed test cases
  • Provide proper justification for critical fails after regression and seek top management approval on stopping bill run.
  • Propose mitigation options for failed test cases which may include proposals like proactive customer notification, Bill run exclusions, etc.
  • Keep customers regularly advised of their unpaid bills to ensure timely settlement of outstanding accounts.
  • Answer billing calls promptly and consult the Team Leader, Collection on complex cases or difficult customers
  • Be well versed with the Company’s payment options, bill settlement choices and credit facility payment procedures to accurately advise customers on their options for settling their unpaid bills.
  • Negotiate arrangements with customers to expedite payment of overdue accounts.
  • Work to achieving individual collection targets, as per the agreed collection action plan for the various segments.                                                  
  • Undertake all actions required by the system and update the database continually.
  • Perform onboarding of new customers from a collection perspective , advising them on payment methods/channels to drive lower delinquency rates.
  • Proactively take responsibility for self-improvement by staying well-informed of developments, knowledge and innovations in relevant field of expertise.
  • Other duties as directed by direct supervisor or any other superiors.
Qualifications:
  • Diploma in Accounting / related specialization with appropriate registration from a recognised professional institute
  • Certification in Credit Risk and Receivables management would be an advantage
Job specific technical Skills:
  • 2-3 years of experience required years of experience based on progression ladder  
  • Experience in Collection
  • Experience in Telecom Billing
  • Experience as a tester
  • Excellent command of both written and verbal English, Arabic would be an advantage
  • Thorough understanding of Telecom Billing & Rating concepts
  • In depth knowledge of testing concepts such as test planning, regression, etc.
Note: you will be required to attach the following:
1. Resume / cv