IT QoS And UX Analyst

Job description / Role

About the role

The role of the IT QoS & User Experience Analyst is to ensure quality and user experience within OBS IT and work on different projects to ensure the objective is achieved in an agile way.

Responsibilities:

• Responsible for automating several processes and reports used by the QoS team, focusing on enhancing data processing mechanisms currently implemented in the reports.
• Responsible for executing and analyzing periodical reports.
• Responsible for executing and analyzing on-demand reports according to the business needs.
• Responsible for call observation to measure and enhance the call handling quality.
• Responsible for tracking, monitoring, and analyzing IT KPI figures.
• Responsible for tracking, monitoring, and analyzing IT user satisfaction survey results.
• Introducing new measures to improve IT processes and performance.
• Introducing new processes to increase our user satisfaction.
• Work closely with the Service Desk and team managers for enhancing the user experience within the support.
• Introduce CX/UX designs for new tools and communications.
• Participate in ITHD daily briefings ensuring that HD agents are aware of new processes and KPIs.
• Responsible for the CTIO Academy (existing agents and newcomers).
• Ensuring HD training is effective and done on time, and mentors follow the phases and analyze the reports weekly.

About you

• Multi-tasking and time management.
• Strong sense and experience of customer service.
• Strong organizational and interpersonal communication skills.
• Knowledge of IT Helpdesk processes.
• Excellent business analytical skills.
• Fully understanding of the ITIL framework.
• Ability to work independently and within a team.
• Creative thinking.
• Ability to communicate effectively and produce business reports.
• Analytical mindset and solution-driven.
• Excellent command of English; French is a plus.

Department

Chief Technology Info Office

Orange Business manages and integrates the complexity of international communications, freeing our customers to focus on the strategic initiatives that drive their business. Our extensive experience and knowledge in global communication solutions, together with our understanding of multinational business and local support in 166 countries and territories, ensure that our customers receive a consistent, global solution wherever they do business.

About the Company

Orange is one of the world’s leading telecommunications operators with sales of 43.5 billion euros in 2022 and 136,000 employees worldwide at 31 December 2022, including 75,000 employees in France. The Group has a total customer base of 287 million customers worldwide at 31 December 2022, including 242 million mobile customers and 24 million fixed broadband customers. The Group is present in 26 countries. Orange is also a leading provider of global IT and telecommunication services to multinational companies under the brand Orange Business.