Quality Monitoring Agent

Contribute to Orange Belgium’s Customer Experience department

Orange is a challenger on the Belgian telecom market. We count more than 3.3 million customers and offer mobile, internet & TV solutions and services. We are an innovative company focusing on the quality of the experience that we want to propose to our customers. To carry this out, we are looking for experienced talents. Do you have skills in partner management? Maybe are you the skilled profile we are currently looking for!

Then you might be glad to know that we are looking for a passionate Quality Monitoring Agentto join our Customer Service Department.

AsQuality Monitoring Agent, you:

• Monitor quality and provide feedback to internal stakeholders (85 % of time) by
  • Performing intervention monitoring of the external installer partners, on the field according to an established Quality Monitoring grid. In this type of monitoring you will provide direct feedback to the technician.
  • Performing intervention monitoring of the external installer partners, in remote (call to customer) according to an established Quality Monitoring grid.
  • Performing spot-checks on interventions (without customer interactions) in order to ensure process are correctly followed
  • Using quality monitoring data management system to compile and track performance at team and individual level.
  • Providing feedback and actionable data to Customer Quality team and Partner Management team
• Maintain product, process and quality standards knowledge by self-learning, attending External Partner Train The Trainer sessions or internal trainings. Maintain you technical knowledge of Coax and Fiber (15 % of time)

Your profile

• A2 (Enseignement secondaire supérieur/Hoger middelbaar onderwijs)
• Driver license B
• Five years of field experience on Coax and/or Fiber interventions
• Good knowledge of Orange organisation, products & services
• Cable Process and Knowledge is a must have
• Excellent knowledge of Orange’s customer facing processes and procedures
• Good knowledge of MS Office (Word, Excel)
• Exceptional listening and analytical skills.
• Strong oral and written communication skills, 3- lingual (French, Dutch and English)
• Excellent interpersonal skills with the ability to assist in building strong team dynamics and work with cross-functional teams
• Ability to interface with suppliers
• Dedication to providing exceptional customer service
• Good judgement and fast decision taking
• Ability to work independently including self-motivation and confidence
• Diplomacy and assertiveness are much appreciated

Discover our offer!

A dynamic working environment where you can develop your full potential by working with highly skilled colleagues and through continuous training. Moreover you can look forward to the following compensation and benefits package: a competitive salary, performance bonus, 32 days off, meal vouchers, medical insurance, high-end smartphone as a free tariff plan.

Inspired? Then we would like to hear from you!

If there’s a match in the making, we’ll invite you for a first interview.