Customer Experience Quality Manager

2 weeks ago

Riyadh, Ar Riyāḑ, Saudi Arabia Laverne Group | مجموعة لافيرن Full time
Job Description:

We are seeking a skilled Customer Experience Quality Manager to join our team at Laverne Group | مجموعة لافيرن. This exciting role will involve overseeing the quality of customer service interactions, ensuring that they meet the highest standards.

Key Responsibilities:

  • Customer Service Performance Monitoring:
    • Review and evaluate customer interactions to guarantee adherence to quality standards.
    • Monitor customer service staff's compliance with policies and procedures.
  • Data Analysis and Reporting:
    • Analyze team performance, identifying strengths and areas for improvement.
    • Prepare regular reports on quality levels and customer satisfaction, with actionable recommendations.
  • Training and Development:
    • Provide constructive feedback to employees on their performance and guide them to improve customer interactions.
    • Contribute to the development of training programs to enhance the skills of the customer service team.
  • Process Improvement:
    • Identify weaknesses in customer service processes and propose solutions for improvement.
    • Collaborate with other departments to enhance customer service tools and systems.
  • Customer Satisfaction Monitoring:
    • Review and analyze customer satisfaction surveys to identify areas for improvement.
    • Develop strategies to enhance the customer experience based on feedback.
  • Compliance with Standards:
    • Ensure customer service aligns with company standards and complies with legal and regulatory requirements.
    • Implement best practices to maintain high service quality.

Qualifications and Experience:

  • Educational Qualifications:
    • Bachelor's degree in business administration, Quality Management, or a related field.
  • Work Experience:
    • 1-3 years of experience in customer service or quality assurance.
    • Familiarity with Customer Relationship Management (CRM) systems.

Required Skills:

  • Excellent analytical skills for performance assessment and data analysis.
  • Effective communication skills for delivering feedback and recommendations.
  • Problem-solving abilities and sound decision-making.
  • Attention to detail to ensure the highest standards of service quality.

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