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Analyst - Consumer Affairs

Posted 2022/10/31 10:19:56 Expires 2022-12-30 Ref: JB1100007225

Job Responsibilities

- Responsible for assisting Manager Consumer Affairs on all consumer related projects and initiatives.

- Handle the “escalated consumer disputes” received from Customer Happiness Department; examine the contents of each case, review the licensee’s responses to initial investigations and correspondences, conduct additional investigation with the licensees in case required, .

- Contribute into the development and update of consumer-related regulatory framework by providing inputs and by contributing in the information gathering and drafting process.

- Propose any suggestion that may facilitate/enhance work and or process in Regulatory Affairs.

- Carry out research and benchmarks on various regulatory issues that are brought to the attention of the TDRA and propose recommendations based on analysis.

- Assist Manager Consumer Affairs and Executive Director Regulatory Affairs on the handling of any TDRA’s campaign geared towards creating consumer awareness on various issues – consumer rights and obligations, telecom services, mechanism for grievance redress etc.

- Enhance self-knowledge about consumer-related aspects by communicating with other telecom regulators across the world.

- Prepare, on periodic basis, statistics regarding consumer complaints data collated from the Consumer Complaints Quarterly Report and from any other internal data sources

- Follow up project deadlines and commitments. Report delay of any deliverable to Manager Consumer Affairs.

- Monitor the developments in the telecom sector in the UAE and the region and update department colleagues and others who may need to know about such developments.

- Whenever required, assist Manager Consumer Affairs in the preparation and delivery of training workshops or internal presentations, reports, studies.

- Engage with external consultants appointed by the TDRA on various assignments and act as the intermediary between the TDRA and the consultant whenever required.

- Attend international conferences, forums etc and actively participate in the assessment of related documents by providing feedback.

- Represent Consumer Affairs, Regulatory Affairs and/or the TDRA on internal/external committees or working groups as directed.

- Committed participation in various Excellence and ISO awards and projects.


- Decisions to Superiors Based on Analysis.
- Interpersonal and Communication Skills Written and Spoken.
- Knowledge of Arabic and English is essential.
- Ability to Handle Number of Escalated Disputes and Follow them Up Effectively.
- Ability to Handle Different Projects Simultaneously
- Detail-oriented and Ability to Analyze.
- Ability to Work Independently and in a Team.

Job Specific Skill

Communication; Teamwork; Adaptability; Problem-Solving; Creativity; Time Management; Critical thinking; Willingness to learn; Presentation skills; Result Orientation; Relationship building


Bachelor of Science in Business Management - Business Management

Job Details

Job Role Other
Contract type Permanent

Preferred Candidate

Career Level Entry Level / Fresh Graduate
Years of Experience Min: 0
Nationality United Arab Emirates
Degree Bachelor's degree

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