Jobs at MultiChoice Group

The ability to teach the core technologies to learn and interpret data by themselves. Understand the core technologies across the business and use the data to feed into the machine for self-learning.
Key Performance Objectives Tasks
Analysis

• Automating the trend analysis to enable machine learning to identify possible interruptions
• Provide decisioning to the relevant stakeholders to enable the reduction of the time to resolve. 
• Create advanced analytics models – thereafter create machine learning frameworks to automate these models
• Use machine learning to identify trends in internal processes without human intervention

Stakeholder Management

• Work with key stakeholders like BTD, IT journey Architects, Futurists to create processes for machine learning within the different journeys.
• Work and understand different parts of the business to identify machine learning opportunity e.g. content discovery

Internal Automation

• Use machine learning to identify trends and be able to detect disasters before they happen
• Use machine learning to assist in the decisioning to resolve the potential disruptions

Machine Learning

• Use Machine Learning for key customer journey management across the omni channel framework.
• Understand and manage various machine learning platforms such as Python, R etc.

Qualifications

• Degree in Engineering/Computer Science/IT

Experience

• A minimum of 3-5 years’ work experience, in a technology; telecommunications related environment

Technical Competencies (List the key technical competencies)

• Technologies
• Machine Learning
• Research
• Experiment design
• Statistics/applied Maths
• Stakeholder Management
• Monitoring and Evaluation
• Outside In thinking

Behavioral Competencies (List the key behavioral competencies)

• Accountability
• Teamwork
• Delegation
• Interpersonal Support
• Perseverance
• Motivating
• Prioritisation
• Analytical Thinking

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Purpose of the Position

• To analyse quality of client products presented to customers, and in addition, assess, measure and provide insights on the quality from a process & behavioural perspective.

Key Performance Objectives
Tasks
Process Coordination

• Ensure process and compliance
• Ensure service level industry standards are met at a minimum.
• Discuss quality evaluation with Manager Quality Management, making appropriate recommendations and designing schedules for improvement and corrections
• Function as information source assisting in development of special department projects, and work in conjunction with the Manager Quality Management

Analytics

• Trending analysis and pattern analysis
• Understanding KPI’s in the call centre and analysing these
• Identify training needs and error-tend rates; provide accurate reports to department project leads
• Derive training needs analysis and provide feedback to training managers on skills and training needs

Customer Experience

• Understand and codify positive customer behaviours
• Analyse customer experience & provide insights
• Derive design requirements with customer experience
• Ensure that all designs and service offerings impact is measured against customer experience indicators.
• Keep track of ROI of customer related initiatives

Qualifications Essential

• Diploma Sciences / Maths / Engineering
• Degree Sciences / Maths / Engineering advantageous

Experience

• 3 – 5 years’ experience in a Quality / Analytics role
• Experience in Manufacturing / Telecommunications / Banking industries
• ID of training requirements based on lack of quality observations

Technical Competencies

• Behavioral Economics
• Analytics
• Business Acumen
• Process/Project Coordination
• Total Quality Management

Behavioral Competencies

• Accountability
• Teamwork
• Delegation
• Interpersonal Support
• Perseverance
• Motivating
• Prioritisation
• Analytical Thinking