Quality Assurance Manager

5 days ago


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

Job Title: Quality Assurance Manager - Customer Service

Leverage your expertise to drive excellence in customer service at Laverne Group | مجموعة لافيرن.

Key Responsibilities:
  1. Customer Service Performance Monitoring:
    • Review customer interactions to ensure quality standards are met.
    • Monitor customer service staff's compliance with policies and procedures.
  2. Data Analysis and Reporting:
    • Analyze team performance to identify strengths and areas for improvement.
    • Prepare regular reports on quality levels and customer satisfaction, with actionable recommendations.
  3. Training and Development:
    • Provide constructive feedback to employees to improve customer interactions.
    • Contribute to the development of training programs to enhance customer service team skills.
  4. Process Improvement:
    • Identify weaknesses in customer service processes and propose solutions.
    • Collaborate with other departments to enhance customer service tools and systems.
  5. Customer Satisfaction Monitoring:
    • Review and analyze customer satisfaction surveys to identify areas for improvement.
    • Develop strategies to enhance the customer experience based on feedback.
  6. 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:

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

Required Skills:

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


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