Web Channels Business Analyst

Orange Moldova is looking for a new colleague to fill in the position of Web Channels Business Analyst as part of a small and agile team that is maintaining the unassisted channels platforms and is providing an exceptional digital experience for customers.

what you will be doing:

• Develop, maintain and improve customer’s journey via Web Channel
• Analyze existing customer journeys, workflows/procedures, client discussions/verbatims/call drivers from all available channels (Call, Chat, Social Media, email, customer’s verbatims). Analyze large volumes of data to identify areas of improvement.
• Responsible with life management for orange.md web help “ajutor” section by managing the content and taking into consideration business requirements, customer’s need and customer’s feedback.
• Assure continuous integration of the Customer Care scenarios within global search engines, Chatbot solution and with the AI based solutions.
• Continuously measuring and evaluating performance to ensure that web interactions meets KPIs
• Create and maintain comprehensive product documentation according to internal formalized procedures.

what we are looking for:

• Proficiency in Romanian
• Advanced English and Russian knowledge
• Proficient in MS Office tools (including MS Visio)
• Flowchart software skills
• Strong analytical skills

It is a strong advantage if you have:

• Proven working experience with digital channels and relevant platforms
• Customer support background
• Experience in Project Management
• basic knowledge of Windows OS/Linux
• proficiency with JavaScript/TypeScript
• programming experience in PL/SQL, SQL and code review ability

Apply today or recommend a friend until May, 24.