Associate - Customer Excellence

Job Purpose

The job's purpose is to strategically lead quality assurance across the company's operations, ensuring compliance with industry and regulatory standards while driving continuous improvement. This senior role involves auditing, analyzing performance, developing CX road maps, and implementing quality initiatives to enhance efficiency and customer service.

Roles and Responsibilities

1. Architect and oversee the execution of a robust quality assurance framework, specifically tailored to enhance operational excellence in back-office, front-line, and call center environments.
2. Champion adherence to stringent industry benchmarks, regulatory landscapes, and strategic company directives, ensuring a harmonious alignment across all functions.
3. Lead comprehensive audits and critical evaluations, scrutinizing the quality and precision of customer engagements, procedural documentation, and operational workflows.
4. Employ a multifaceted evaluation approach, incorporating call analysis, document scrutiny, and workflow observation to maintain service excellence.
5. Conduct in-depth analyses of audit outcomes and performance matrices to decipher trends, deduce patterns, and pinpoint areas necessitating enhancement.
6. Engage with executive stakeholders to translate observations into strategic initiatives that bolster service quality, operational efficiency, and regulatory conformance.
7. Curate advanced resources, imparting knowledge on quality benchmarks, industry best practices, and regulatory mandates.
8. Lead dynamic workshops, driving the internalization of quality principles and fostering a culture of excellence and compliance.
9. Define and institute critical performance indicators (KPIs) and benchmarks that quantitatively measure quality dynamics and organizational performance.
10. Persistently track and scrutinize performance data to unveil variances and capitalize on opportunities for systemic refinement.
11. Thoroughly investigate customer grievances and quality discrepancies to unearth fundamental causes and contributory elements.
12. Synergize with pertinent departments to instigate corrective strategies and proactive safeguards, mitigating risks and elevating service quality.
13. Collaborate with an array of functional teams, including operations, training, and technology, to champion and actualize quality enhancement projects.
14. Convene and facilitate strategic forums and discussions to disseminate knowledge, confront challenges, and catalyze persistent quality advancement efforts.

Qualification and Experience

RELATED YEARS OF EXPERIENCE

•Min of 5+ years of related experience in related fields of experience.

FIELD OF EXPERIENCE

•Real Estate Companies (UAE), Airline Industries, Hospitality, Insurance companies, Noon / Amazon, Banking, Telecommunication Industries.

TECHNICAL AND INTERPERSONAL SKILLS

• Proven experience in quality assurance, process improvement, or customer service management.
• Strong analytical and problem-solving skills.
• Excellent attention to detail and ability to maintain accuracy in a fast-paced environment.
• Effective communication and interpersonal skills.
• Proficiency in using quality assurance tools and methodologies.
• Knowledge of regulatory requirements and compliance standards related to customer management operations.

QUALIFICATION

•Bachelor's degree in information science, business administration, or a related field.