Quality Monitoring Agent

**Contribute to Orange’s Customer Experience **

Orange is a challenger on the Belgian telecom market. We count more than 3.3 million residential and B2B customers. We offer mobile, fix, internet & TV solutions on the Belgian market. As an innovative company focusing on the customer care, we are continuously investing in digital transformation in order to offer that extra mile for our customers.

**_Sounds good?
- **

Then you might be glad to know that we are looking for an enthusiastic **Quality Monitoring Agent **to join our C ustomer Care & Partnership Management team and focus on **Customer Satisfaction **

Your role:
As Quality Monitoring Agent, you ensure the accuracy of information and quality of delivery by monitoring telephone calls and scoring external contact center agents against an established Quality Monitoring grid.

You provide also phone & written assistance to customers and dealers on technical, commercial and financial question s, respecting service/quality level standards, processes & work methods set by Orange.

Your responsibilities:

- Quality Monitoring and providing feedback to internal stakeholders (80 % of time)
- Performs call monitoring with external contact centers, on site and remote, according to an established Quality Monitoring grid.
- Uses quality monitoring data management system to compile and track performance at team and individual level.
- Provides feedback and actionable data to Customer Quality team and Partner Management team
- Maintains product, process and quality standards knowledge by self-learning, attending External Partner sessions or internal trainings (10 % of time)
- Inform customers on M* products & services
- Seek for second line assistance in Back office or other departments if necessary
- Propose additional P&S to increase customer value (upselling)
- Handle all customer related administration

Your profile:

- Previous experience of contact center customer care experience
- Knowledge of contact center 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)
- Ability to interface with suppliers
- Dedication to providing exceptional customer service
- Ability to work independently including self-motivation

**Discover our offer**

You will work in a dynamic working environment Not only will your function be key for our Customer experience, you will also be part of professional hotspot with a highly innovative vibe. As a result, you will develop your full potential by working with highly skilled colleagues and through continuous training. Moreover you can look forward to the a competitive compensation and benefits package.

**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.