Partner Quality Expert (Customer Care environment)
|Job Title:||Partner Quality Expert (Customer Care environment)|
|Contact Name:||Nathalie Azzi|
|Job Published:||February 10, 2017 09:16|
Versatility and flexibility to respond and adapt quickly and effectively to multiple changing
Improve the operational quality at external partners, ensuring and steering towards external CSR's knowledge & skills are maintained and increased, through effective partner management in order to deliver the best customer service.
Key responsibility areas
Coordinates, facilitates and leads customer interactions calibration sessions with external partners quality management staff.
Uses quality monitoring data assembled by partner quality management system or Orange Quality Monitoring Agents to compile and track performance at team, site and partner level.
Provides feedback to external partners Operational and Quality Management on detected quality issues.
Challenges quality action plans as provided by external partners and steers towards optimizations.
Represents external partner operations from a quality & process perspective in various internal core teams focused on product & process enhancements.
Works closely together with Project Management to determine operational and quality requirements for outsourced operations, guided by business requirements provided by the Partner Management team.
Provides feedback on detected issues, with improvement recommendations, supported by actionable data to various internal support groups, primarily but not restricted to the internal Quality Management department.
Interact regularly with Service Catalogue-, Training- & VOTC-team to ensure comprehensible, up-to-date and effective working methods and procedure's.
Challenge new and existing work instructions and make sure that partner CSR's use and follow the appropriate guidelines.
Participates in design of customer interactions monitoring formats and quality standards.
Specific expertise :
Large experience in coaching, mentoring, training, … is mandatory
Notions of good Partner Management practices is highly desired.
Good knowledge of telecom market & Orange organisation, products & services
Excellent knowledge of Orange customer facing processes and procedures Good knowledge of MS Office
Minimum 5 years of experience in a customer service 1st line or 2nd line support department
Minimum 2 years of experience in a customer service quality management role
Bachelor's degree or equivalent experience required
Education, specific training and experience
- Versatility and flexibility to respond and adapt quickly and effectively to multiple changing
- 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 complex cross-functional teams
- Ability to manage and interface with suppliers at multiple levels in the organization
- Excellent Listening & Observation Skills
- Persuasiveness, Influencing/Advising skills
- Teaching & Coaching skills
- Provide clear instructions and explanations
- Influencing and Negotiation skills
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