iRecruit
No Limits, Not even the Sky
iRecruit
No Limits, Not even the Sky

Quality Manager- ICT sector-Brussels

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

  • A challenging position in a fast-growing company with room for you to grow.
  • A competitive salary, including various extra legal benefits.
  • A nice working atmosphere with CORE values :
  • *Commitment: we go for it together and strive for a long-term relationship.

    *Ownership: taking and accepting responsibilities.

    *Respect: every person is different, and we let everyone be themselves.

    *Empowerment: we offer you all the help, support and tools you can think of.

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