Responsible for leading and managing the Customer Relationship Management Quality Assurance & Satisfaction team. And also responsible for ensuring departmental accuracy standards, delivering cohesive team training and ensuring that service delivery expectations are met resulting in high-quality service for customer
• *Essential Responsibilities and Duties**:
1. Builds a team of Customer Service quality and assures the customer satisfaction.
2. Sets Customer Relationship Management quality objectives and ensures that targets are achieved.
3. Builds up infrastructure and methods, recommends the alignment of strategies and operations to optimize quality improvement activities through the development and implementation of quality improvement methodologies, templates, guides, resources, indicators, targets, quantitative information, etc.
4. Develops the Customer Relationship Management departmental activities related to operations improvement consistent with current principles and practices in the department.
5. Responsible to achieve targets sated by the key performance indicators and ensure highest performance against the defined parameters (i.e., indicators).
6. Implements, communicates, and enforces operational quality standards, operations practices, and internal policies among all the Customer Service operations teams.
7. Tracks and communicates the status of the productivities/improvement activities of the Section (e.g., through preparation of annual report).
8. Responsible for reducing the number of audit findings within Customer Service processes.
9. Designs and implements policies and procedures to ensure that quality standards are met within the department.
10. Participates in recommendation of hiring, disciplinary actions, performance evaluation, and training programs for Section staff.
• *Education**:
Master’s, or Bachelor’s degree in Business Administration, Management, Communication, Public Relation or related discipline is required.
• *Experience Required**:
Five (5) years of related experience with Master’s including two (2) years in a senior/ supervisory position, or seven (7) years of related experience with Bachelor’s Degree is required.
• *Other Requirements(Certificates)**:
Saudi National Only.
