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Job Description
- Drive Customer Service Quality efforts at Cairo site for ME CS, working closely with the local and distributed teams of Quality Analysts, Operations and Training teams
- Perform analytical deep dives to develop interpretive insights; conduct trend analysis to identify performance gaps, highlight strengths, and provide recommended corrective actions
- Lead efforts to establish quality benchmarks, annual goals and reporting framework to identify areas for improvement week on week
- Prepare reports for the Weekly Business Review of quality metrics, highlighting variations from goals and previous week performance and data-linked drivers for the change
- Audit and analyze the Site Compliance issues, and recommend corrective measures
- Provide ME CS Ops team with a holistic view of CS performance and identify the levers which will drive performance improvements on quality metrics without misses on compliance
- Lead quality improvement projects to deliver measurable improvement in customer experience metrics and proactively drive continuous improvement through customer experience improvement projects.
- Participate and lead development of robust quality improvements and training processes, to ensure Quality bar on all CS contacts, effectively liaising with all stakeholders
- Create new dashboards to measure, track and improve quality metrics, from stored data
- Work with the necessary functions to ensure new policies/processes are successfully scoped and rolled out with measurable results against key metrics
- Lead with compiling, analyzing and driving First Contact Resolution improvement and Repeat contact reduction initiatives
- Recommend and drive automation in quality support, to reduce manual dependence and faster scale up
- Identify progressive tools and technology enablers that will improve overall quality effectiveness, including by studying and adopting global best practices
Job Requirements
Mandatory Qualifications
- Bachelor’s degree with minimum of 70% marks
- 5+ years of work experience as Quality/ Data Analyst, with at least two years in customer service, insurance or banking process improvement roles
- Advanced skills in MS Excel (test grading achieved will be an advantage)
- Good analytical, logic and reasoning skills.
- Excellent verbal and written communication skills in English.
- Experience implementing Change management and process improvement activities owned and driven individually, end to end
- Able to develop, implement and track Quality metric goals using data
- Superior judgment, diplomacy, and tact, with a willingness to speak up in the midst of adversity
- Excellent interpersonal skills – ability to work and influence with multiple stakeholders across different sites internationally
- Ability to analyze large volume of data, identify trends and issues and recommend solutions
- Demonstrated ability to meet deadlines while managing multiple tasks and prioritize work
- Results orientated with a bias for action, taking responsibility and owning delivery
PREFERRED QUALIFICATIONS
Preferred Qualifications
- Proficiency in SQL to run queries and build reports independently
- Master’s Degree in Management or Analytics
- Project Management experience
- People management experience
- Six Sigma Green or Black Belt Certification
- Kaizen experience
- Oral and written skills in Arabic
