Software

The Software department has 5 divisions: Consumer, Distribution, NobelTel, NobelBiz and Nobel Financial. This department is responsible for all software applications developed in house.

Main activities covered by the Software:

• Front end and back end development for web sites and mobile apps
• Client/server apps
• Legacy systems
• Portals and CRM
• Application Maintenance and Support
• System Enhancements / Application Re-engineering
• System Integrations
• System and Data Migrations
• Application Design and Architecture
• Database Design and Management
• Troubleshooting

Product Management

The Product Management Department’s main focus is to make sure that all other departments’ goals are aligned with the Customer’s needs.

Main activities:

• Gathering and prioritizing Customer requirements
• Writing specifications
• Backlog grooming
• Planning the development cycle
• Managing the whole development cycle
• Defining marketing and communication strategies
• KPI measurements
• Researching, finding and contacting potential business partners

All these activities are done working closely with the Stakeholders, Design, Development, QA, Marketing and Sales teams.

Carrier

The Account Management, Diamond 888, SMS and Top-up teams that make up Carrier are continuously supporting each other in the process of defining the company as a top player in the telecom market.

The activity of our department can be easily summarized by emphasizing the process of buying and selling routes throughout the world, so that more than 700 active carrier interconnections stand as proof.

The main activities cover several interconnected processes such as:

• Business Development – interconnecting new carriers; aiming to have PTTs termination all over the world; searching for additional affordable capacity with in-country directs
• Account Management – the process of selling products and buying better routes, building relations, negotiating swap deals

Retail

The Retail team in Romania works closely with the US group that is more focused on sales. The Romanian team has the following main responsibilities: online sales, operational, pricing, and product management.

The Retail team’s role would typically be in the area of commercializing telecommunication products worldwide (virtual and physical), which entails liaising especially with Carrier, Routing and Software teams to offer the right products to the right customers at the right time.

Main activities covered by the Retail department:

• Sales and Distribution
• Pricing
• Product life cycle management
• Promotion & advertising
• Product development
• Service improvement & Operations

Quality Assurance Software

Whether we talk about manual or automation testing, our Software QA department is the cream and butter for a clean development and a smooth release.

Their role is to make sure that all our digital products are working at the highest possible standard of quality and that they meet customer’s requirements.

Some of the main activities are:

• Creating test plans: test cases, estimates, procedures, etc.
• Software testing on multiple platforms
• Regression testing
• Integration testing
• Automation testing using different frameworks

Finance

Finance is the backbone of Nobel’s operations and processes. The finance department is divided in specialized functions as follows: Accounting, Finance Operations, Controlling, with dedicated teams for various companies of the group. We record operating transactions; we analyze and prepare financial statements and reports used by management, regulatory institutions and business partners. We also ensure that internal mechanisms and policies comply with regulatory standards, industry practices and human resources policies.

By providing good accounting and financial management we help keeping the business under control.

Main activities covered by the Finance department:

• Book keeping
• Accounts payable AP / Accounts receivable AR
• Cash management
• Fixed assets
• Financial analysis
• Reporting
• Purchasing

Human Resources

The HR team supports the company efforts to recruit, train and retain a diverse and competent workforce and to comply with all applicable state laws to allow the departments to carry out each mission more effectively.
The mission of the HR department is having the right people in the right place at the right time with the right skills doing the right jobs for the right salaries.
Main activities covered by the HR department:

• Recruitment and Selection
• Onboarding new hires
• Retention and Motivation
• Performance Management
• Training and Development
• Team building
• Employee Relations
• Compensation & Benefits
• Health & Safety

Fraud & QA

The role of the Fraud & QA team is to monitor and provide feedback to Customer Service representatives in order to help them achieve the standards of quality established by Nobel.

The Fraud team supports our effort to prevent and identify fraudulent purchases and monitor card activity to mitigate fraud losses.

Main activities covered by the Fraud and Quality Assurance department:

• Monitor the Customer Service agents’ interaction with customers, be it through email, phone or chat
• Evaluate calls/emails/chats using specific scorecards for each channel
• Provide feedback to each agent regarding his/her performance
• Monitor daily transactions, fraud and abuse alerts in order to identify fraudulent or abusive transactions or behaviors
• Initiate proper actions to minimize financial and non-financial losses related to fraud activities
• Record and respond to chargeback cases

Customer Care & Retention

The Customer Care and Retention team stands as interface between Nobel and its customers. Supporting a wide portfolio of products, we serve our customers on a 24/7 operation, through various channels: telephone, email, live chat, in-app messages.

Our main purpose is to offer an excellent, proactive and efficient Service experience to our Customers, exceeding their expectations and increasing their satisfaction. We aim building good relationships with our customers, centered around trust, and contributing this way to our company’s growth.

The Customer Care and Retention team is young, fun and dynamic and offers the perfect environment for continuous learning and strong professional development in a positive atmosphere.

As main activities, we can include, among others, the following:

• Promoting Nobel’s products and service features in order to enlarge the overall customer base
• Assisting customers in the ordering process, recommending the most suitable products
• Making sure that the customer’s experience is a positive one
• Answering customer enquiries or passing them on to the appropriate department, following up for timely resolutions and process improvement
• Walking customers through basic troubleshooting or setup processes
• Proactively reaching out to customers to make suitable recommendations for their accounts

Design

The Design department is the link between Stakeholders, Development teams, Marketing & Sales teams and our Customers.

Our job is to breathe life into ideas, making them visible, finding and solving Customer issues and last but not least, making our digital and physical products easy to understand.

Main activities:

• UX design
• UI design
• Concept design
• Graphical content
• Market research
• User research

Routing

The Routing Department is made of NOC and Business Analysts. The goal of the Routing Department is to ensure that all Nobel customers (B2B and B2C) enjoy high quality telecom services, providing 24/7 support and custom services based on every client’s needs.

Their main objectives of the Routing team are to:

• Monitor the major Nobel equipment, troubleshoot and alert the responsible departments in case of downtimes
• Provide high connectivity ratio on all destinations for Nobel’s customers
• Provide high quality for the connected calls
• Meet customers’ quality expectations at the lowest possible cost. This will also be reflected in the price the customer pays for the service. We can say that routing influences both buying and selling prices

NobelBiz

NobelBiz team develops and implements innovative software and telecom solutions for the contact center industry. Having started in the US market, NobelBiz is quickly expanding now and becomes a global company.

NobelBiz transforms Contact Centers into higher-performing Intelligent Contact Centers. We help take companies from isolated cost center to company-wide intelligence generator for customer service, sales, marketing, product development, and more.

Main areas covered by the NobelBiz team:

• Provides full Voice Carrier Network services
• Offers complete omnichannel software solutions
• Develops custom procedures for each partner
• Offers comprehensive training and onboarding sessions
• Assures porting capabilities (from one provider to another)
• Keeps its partners on the right side of the law in terms of new regulations

Telecom

The Telecom department is responsible for the Telecommunications network at Nobel. Switching engineers are working with diverse systems that make up the Telecom Infrastructure and Services of the company.

Selection of the main activities covered by the Telecom department:

• Service Strategy
  • Strategy Management for Telecom Services: define and maintain the organization’s perspective with regard to its services and management of those services;
  • Service Portfolio Management: ensure that the company has the right mix of Telecom services;
• Service Design
  • Capacity Management: manage the capacity of Telecom services and Telecom infrastructure;
  • Service Level Management: ensure that an agreed level of Telecom service is provided;
  • Service Continuity Management: always provide minimum agreed business continuity related service levels;
  • Supplier Management: ensure that suppliers and the services they provide are managed to support Telecom service targets and business expectations;
• Service Transition
  • Change Management: control the lifecycle of all changes, enabling beneficial changes to be made with minimum disruption to Telecom services;
  • Service Asset & Configuration Management: ensure that the assets required to deliver services are properly controlled;
  • Release and Deployment Management: plan, schedule and control the build, test and deployment of releases;
• Service Operation
  • Event Management: manage events through their lifecycle;
  • Incident Management: restore normal service operation as quickly as possible and minimize the adverse impact on business operations;
  • Request Fulfillment: manage the lifecycle of all service requests from the users;
  • Problem Management: minimize the adverse impact of incidents and problems on the business and proactively prevent recurrence of incidents related to these errors;
• Continual Service Improvement: assist with decision making on what improvement initiatives make sense and add the greatest value back to the business.

Administrative

The Administrative team is the link between all departments ensuring a high level of workplace efficiency.

The mission of Administrative department is to support the good functioning of the organization, making sure office activities and operations are well-organized and in compliance with company policies.

Main activities covered by Administrative department:

• Office management and maintenance
• Greeting and directing visitors
• Purchasing office stationary and fixed assets
• Logistics and physical distribution
• Mailing & filing
• Managing car fleet and travel arrangements