مشرف إدارة جودة تجربة العميل

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منذ 3 ساعات تقريباً

	نوع العقد	دوام كامل
	طبيعة الوظيفة	بالموقع
	الموقع	الرياض

وصف الوظيفة

About the Role

VIP Car Rentals Company is seeking a Customer Experience Quality Management Supervisor to join their team in Riyadh. This full-time role involves overseeing the performance of customer experience teams and enhancing the quality of procedures and services to ensure customer rights and satisfaction.

Key Responsibilities

Conduct monthly performance evaluations for customer experience employees and review the accuracy of implemented procedures.
Direct the training of new employees and coordinate with supervisors to implement training programs.
Educate employees on new regulations and laws, ensuring their understanding and correct application.
Analyze customer complaints and their patterns, addressing root causes using the Six Sigma methodology.
Issue and analyze customer satisfaction assessments, developing plans to improve performance and achieve high satisfaction levels.
Prepare and issue all reports related to customer experience management.
Communicate directly with relevant departments to ensure customers receive their full rights during their engagement with the company.
Conduct field visits and guide branches and front-line staff to ensure adherence to customer protection principles and rights policies.
Participate in the development and improvement of Customer Relationship Management (CRM) systems.

Qualifications and Experience

Professional work experience in Customer Experience & QA.
Practical knowledge and application of Six Sigma methodology for problem analysis and process improvement.
Extensive knowledge of Customer Relationship Management (CRM) systems.
Experience required: 5-10 years.

Required Skills

High-level skills in data analysis, comprehensive report preparation, and inter-departmental communication.
Ability to evaluate, train, and conduct field follow-ups for front-line staff.