Orange recrute 01 IT QoS & UX Analyst
IT QoS & UX Analyst
Ref : 565124 | 05 oct. 2021
Date limite de candidature : 03 janv. 2022
CityStars, Cairo, Égypte – Egypte
Votre rôle 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 designing and developing the Service desk management portal according to different stakeholder’s requirements.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 HD user satisfaction survey results.Introducing new measures to improve IT processes/performance.Introducing new processes to increase our user satisfaction.Work closely with the Service Desk & team managers for enhancing the user experience within the support.Introduce CX/UX designs for new tools and communications.Ensuring new Plazza KPIs and processes are followed in OBS IT Support space and its sub-spaces.Conduct the Plazza beginners and Plazza moderator’s session as per requests coming from ISM Academy and orange gate.Participate in ITHD daily briefings ensuring that HD agents are aware of new processes and KPIs.Manage the weekly new comers report with the mentors. Introduce improvements for the report to ensure that value of report is maximized.Responsible for the HD Academy ( for mentors – existing agents and new comers).Ensuring HD training are effective and done on time and mentors following the phases and analyzing the reports weekly.
Votre profil B.SC Engineering, Telecommunications or computer science.Good development skills.Basic Database knowledge, experience is preferable.Multi-tasking & Time Management.Strong Sense and experience of customer service.Strong organizational and interpersonal communication skills.Knowledge with 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 producing business reports.Analytical mindset and solution driven.
Le plus de l’offre Excellent command of English and French is a plus.Scrum Knowledge is a plus.
Entité Customer Marketing& Innovation
Contrat CDI POSTULER