Job description / Role
About the role
- Manage and lead the IT QoS & UX team.
- Monitoring the quality level of the team performance from quality assurance perspective and identify areas of improvement to minimize the gaps.
- Responsible for providing periodic reports and analyze both team and individual performance.
- Responsible on working on new initiatives to improve the customer experience across the organization.
- Responsible on performing different interlocks with different teams to highlight areas of improvement.
- Ensure that operational processes are efficiently followed and communicated across different support levels to control the end to end customer experience.
- Identify areas of improvement to enhance the efficiency of current or future processes.
- Work on creating new processes to provide quality assurance for different activities and tasks.
- Responsible for introducing and implementing new processes to increase customer satisfaction and focus on user experience .
- Drive initiatives to improve quality for communication with users and different support levels.
- Define clear goals, objectives and career development plans to all team members, and follow up to ensure that they are successfully carried out.
Requirements
About you
- The capability to manage and supervise different disciplinary people.
- Strong Sense and experience of customer service.
- Creative Thinking.
- Ability to balance between business and user benefits/views.
- Excellent negotiation skills and customer service skills.
- Excellent presentation skills.
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.