Routing and Quality Analyst

CEQUENS is a leading global communications platform as a service (CPaaS) provider that simplifies customer engagement for businesses through its innovative, reliable, and secure communication solutions. Established in 2011, CEQUENS offers a comprehensive suite of APIs, including SMS, WhatsApp for Business, Voice, Push Notifications, and more, enabling seamless and personalized interactions across multiple channels. Our partner network covers MEA region with international access to messaging hubs worldwide and our clients include major banks, credit cards, digital payments, OTT applications, government authorities, health and education, and other industry verticals.

The Routing and Quality Analyst at CEQUENS plays a crucial role in ensuring the highest standards of service delivery by efficiently managing and analyzing routing and quality metrics. This role requires a proactive approach to maintaining and enhancing routing processes, monitoring traffic, and collaborating with both internal teams and external providers to address and resolve quality-related issues. The Analyst is expected to be highly organized, adept at multitasking, and capable of working under pressure to meet the needs of VIP clients and ensure overall service excellence.

Main Areas of Responsibility:

Quality and Routing Management:

Route Categorization: Develop and maintain a classification system for messaging routes, including Least Cost Routing (LCR), Direct, and Premium.

Route Testing: Regularly conduct and supervise testing of live routes and alternatives to assess performance and reliability.

Testing Optimization: Automate and refine testing processes to improve efficiency and accuracy.

Supplier Testing and Management: Evaluate new suppliers, oversee ongoing supplier performance, and ensure compliance with quality standards.

Traffic Monitoring and Analysis:

Live Monitoring: Continuously monitor messaging traffic and routing to ensure consistent quality and performance.

VIP Client Monitoring: Directly manage and monitor traffic for VIP clients, ensuring that service delivery aligns with the highest standards.

Root Cause Analysis: Investigate delivery failures and other issues, analyze their causes, and document findings for continuous improvement.

Strategic Improvements and Communication:

Quality Collaboration: Work closely with the support team and other internal stakeholders to address and resolve quality issues.

Quality Improvement Initiatives: Proactively engage in tasks that enhance routing and delivery quality.

Provider Communication: Maintain effective communication with providers to address and resolve quality issues promptly.

Requirements

• Bachelor’s degree.
• 2+ years’ of experience is preferred
• Knowledge and understanding of the Messaging industry is preferred
• Team player and willing to assist the team to accomplish tasks.
• Ability to establish and maintain professional and positive internal and external relationships.
• Strong organizational skills to include multi-tasking and time management.

Benefits

Education:

Bachelor’s degree in Telecommunications, Computer Science, or a related field.

Experience:

• 1-2 years of experience in related field is a must
• Understanding of the messaging or telecommunications industry is a must

Skills:

Team Collaboration: Excellent teamwork skills, with a proven ability to assist and support team members.

Organizational Skills: Strong capability to manage multiple tasks and prioritize effectively under pressure.

Relationship Building: Ability to foster positive relationships both internally and externally.

Communication Skills: Exceptional verbal and written communication skills, necessary for clear and effective communication.

Technical Proficiency: Demonstrated proficiency in Excel and familiarity with other industry-related tools.

Analytical Skills: Strong analytical abilities, with a keen interest in developing new skills and knowledge.

Attention to Detail: High level of attention to detail and accuracy.