Quality Manager- ICT sector-Brussels

Visualizza: 170

Giorno di aggiornamento: 26-11-2025

Località: Brussels Brussels Capital

Categoria: Garanzia di qualità / Controllo di qualità

Industria: Information Technology Services Computer Software Telecommunications

Posizione: Mid-Senior level

Tipo di lavoro: Full-time

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Contenuto del lavoro

Fonction

Make sure to improve the level of customer satisfaction.
Monitor and report on quality levels and discover why and where they are not met. You will be responsible for a weekly quality review to the rest of the support team.
Make sure to track KPIs by creating dashboards and scorecards.
Act like a coach, advising your team on how to improve these metrics with the help of the Business Analysis team.
Besides core KPIs, you will track and report upon the quality of the support tickets: intake, prioritization, content and communication are some key focus areas.
On a regular base, you identify recurrent incidents/requests and come up with ideas on how to solve them In a very pragmatic way.

Profil

A Bachelor degree In an analytical area of expertise or at least 3 years’ experience In a similar job.
You are used to work with databases and reporting tools such as CRMs, ITSM, call reporting tools,…
Analytical and critical thinking are key aspects.
Solution-driven and push-through mindset.
Communication and people skills are mandatory. You take ownership and are responsible: If you are advising Improvements, you should follow up the Implementation and evaluate them afterwards.
Knowledge of cloud, telecommunications or ICT Is a plus.
Dutch/French speaking, good English knowledge Is required.

Notre client

Our client is a growing Belgian telecom company that offers tailor-made B2B solutions.

Offre

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