مشرف إدارة جودة تجربة العميل

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.

Work Environment

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

Application Process

Qualified candidates are encouraged to apply. Salary details will be discussed during the interview process.