Quality and Customer Experience Manager

4 days ago


Riyadh, Ar Riyāḑ, Saudi Arabia Keeta Full time
Quality and Customer Experience Manager

We're committed to delivering world-class customer service, ensuring top-tier experience through quality assurance efforts. This role plays a critical part in driving service excellence, continuous improvement, and customer-centric approach.

The ideal candidate will conduct quality inspections, analyze service defects, provide coaching & development, and optimize quality monitoring systems.

  1. Ensure Service Excellence – Conduct quality inspections, identify gaps in execution, process adherence, and product rules.
  2. Drive Continuous Improvement – Analyze service defects, identify root causes, and implement corrective actions.
  3. Coaching & Development – Provide insights for training and coaching to uplift service standards and meet quality targets.
  4. Data-Driven Decision Making – Conduct daily, weekly, and monthly quality analysis, generating actionable reports for improvement.
  5. Customer-Centric Approach – Analyze customer feedback, call recordings, and case reviews to bridge service gaps and enhance the customer journey.
  6. Optimize Quality Monitoring Systems – Identify key service cases, categorize findings, and refine evaluation frameworks for better quality control.

We're seeking a highly skilled professional with a bachelor's degree or above, 2+ years of experience in customer service quality management, strong English communication skills, and proficiency in data analysis, quality inspection tools, and reporting.

Responsibilities
  • Conduct quality inspections and analyze service defects
  • Provide coaching & development to improve service standards
  • Conduct data-driven decision making and optimize quality monitoring systems
  • Analyze customer feedback and call recordings to bridge service gaps
  • Identify key service cases and refine evaluation frameworks


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