Regular - IT QoS & UX Analyst
IT QoS & UX Analyst
ref :581466 | 20 Jan 2025
apply before : 20 Apr 2025
CityStars, Cairo, Égypte - Egypt
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/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.
· Participate in ITHD daily briefings ensuring that HD agents are aware of new processes and KPIs.
· Responsible for the CTIO Academy ( existing agents and new comers).
· Ensuring HD training are effective and done on time and mentors following the phases and analyzing the reports weekly.
about you
· 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.
· Excellent command of English and French is a plus.
additional information
. Scrum Knowledge is a plus
· B.SC Engineering, Telecommunications or computer science
· Basic development skills is preferable.
· Basic Database knowledge, experience is preferable.
· 2-3 years work experience.
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
contract
Regular
Only your skills matter
Regardless of your age, gender, origin, religion, sexual orientation, neuroatypia, disability or appearance, we encourage diversity within our teams because it is a strength for the collective and a vector of innovation. Orange Group is a disabled-friendly company: don't hesitate to tell us about your specific needs.
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