مشرف جودة تجربة العميل

About the Role

VIP Car Rentals Company is seeking a Customer Experience Quality Supervisor to join their team in Riyadh. This full-time role requires 5-10 years of experience and focuses on monitoring the performance of customer experience teams and enhancing the quality of procedures and services to ensure customer rights and satisfaction.

Job Purpose

The primary objective of this position is to oversee the performance of customer experience teams, ensuring the continuous improvement of service delivery and operational procedures. The supervisor will work to uphold customer rights and elevate overall customer satisfaction levels within the company.

Key Responsibilities

• Performance and Process Evaluation: Conduct monthly performance evaluations for customer experience staff and review the accuracy and validity of adopted procedures.
• Training and Awareness: Direct the training of new employees and coordinate with supervisors to implement training programs. Raise employee awareness of new regulations and laws, ensuring their understanding and correct application.
• Complaint Analysis: Analyze customer complaints and their patterns, addressing their root causes and origins using the Six Sigma methodology.
• Customer Satisfaction Measurement: Issue and analyze customer satisfaction evaluations, developing performance improvement plans to achieve the highest levels of satisfaction.
• Periodic Reporting: Prepare and issue all reports related to customer experience management.
• Customer Rights Assurance: Directly communicate with relevant departments to ensure customers receive their full rights throughout their interaction with the company.
• Field Visits: Conduct field visits and guide branches and front-line staff to ensure their adherence to customer protection principles and rights policies.
• Systems Development: Participate in the development and improvement of Customer Relationship Management (CRM) systems.

Required Experience and Skills

• Professional work experience in Customer Experience & QA.
• Knowledge and practical application of the Six Sigma methodology for problem analysis and process development.
• Extensive knowledge of Customer Relationship Management (CRM) systems.
• 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.

Work Location

This full-time position is based in Riyadh, Saudi Arabia.