QoS-User Experience Team Manager
- القاهرة
- دائم
- دوام كامل
- Inspire and guide the team to achieve high performance and uphold quality standards, encouraging innovation and collaboration.
- Monitor and evaluate team performance from a quality assurance perspective, identifying areas for enhancement to close gaps.
- Provide regular reports and detailed analysis of both team and individual performance metrics.
- Drive initiatives aimed at enhancing the customer experience organization-wide.
- Collaborate with cross-functional teams and external vendors through interlocks to identify and address areas for improvement.
- Ensure operational processes are efficiently executed and effectively communicated across support levels to deliver a seamless end-to-end customer experience.
- Identify opportunities to optimize existing processes and develop new procedures to uphold quality standards.
- Lead the implementation of innovative processes and automation solutions to improve quality assurance and operational efficiency.
- Oversee the integration and management of vendor partnerships to ensure service quality and alignment with organizational goals.
- Drive efforts to improve communication quality with users and support teams, fostering a user-centric approach.
- Set clear goals, objectives, and career development plans for team members, and monitor progress to ensure successful achievement.
- Proven ability to lead and supervise multidisciplinary teams, fostering collaboration and high performance.
- Strong customer service orientation with experience in enhancing user experience and satisfaction.
- Creative and innovative thinking to develop and implement effective quality assurance and automation solutions.
- Excellent negotiation and stakeholder management skills, including working effectively with vendors and cross-functional teams.
- Exceptional presentation and communication skills, capable of conveying complex ideas clearly to diverse audiences.
- Proficiency in process optimization, automation, and implementing new technologies to improve operational efficiency.
- Strong analytical skills for performance monitoring, reporting, and identifying areas for continuous improvement.
- Leadership qualities with the ability to inspire, motivate, and develop team members and external partners.
- Adaptability and problem-solving skills to navigate dynamic environments and evolving organizational needs.
- Bachelor's degree in computer science, IT, Engineering, or related field.
- 5 years in IT operations, quality assurance, or customer experience roles.
- Worked with vendors and external partners is a plus.
- Skilled in process improvement, automation, and customer service.
- Experience in performance tracking and reporting.
- Global opportunities: Work in multi-national teams with the opportunity to collaborate with colleagues and customers from all over the world
- Flexible work environment: Flexible working hours and possibility to combine work from office and home (hybrid ways of working)
- Professional development: training programs and upskilling/re-skilling opportunities
- Career growth: Internal growth and mobility opportunities within Orange
- Caring and daring culture: health and well-being programs and benefits, diversity & inclusion initiatives, CSR and employee connect events
- Reward programs: Employee Referral Program, Change Maker Awards