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