Service Quality Technician

About the role

Proximus Global, which combines the strengths of Telesign, BICS and Route Mobile, is looking for a Service Quality Technician. The role keeps messaging (SMS, RCS, WhatsApp and Viber) and voice solutions at the expected quality level by monitoring them and making the necessary adjustments.

Key responsibilities

• Keep QoS at the expected level by monitoring messaging and voice solutions and making appropriate adjustments.
• Act on changes in completion rates and retry rates.
• Monitor and analyse the quality of existing routes (deliverability, completion, latency) and customer traffic.
• Troubleshoot messaging and voice quality degradation reported by other departments or during monitoring, adjust where needed and work with providers to resolve issues.
• Maintain and expand technical knowledge across all Telesign products, services, tools and processes.
• Help define and improve tools, reports and alerts used for service quality monitoring.

Required profile

• At least high school education, preferably in computer science or an IT-related field; higher education in applied studies or faculty is a plus.
• Fluent English, spoken and written.
• Willingness to work 24/7 shifts.
• Strong problem-solving and analytical skills, with the ability to prioritise and multi-task in a fast-paced environment.
• Initiative, reliability, responsibility, positive attitude and flexibility.

Required skills

• Experience with Microsoft Office, particularly Excel, PowerPoint and Word.
• Ability to learn quickly.

What we offer

• Competitive salary plus a benefits package.
• Development opportunities.
• A challenging but friendly working environment.