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Customer Experience & Quality Manager

Majorel Egypt - Cairo, EgyptPosted 2 months ago
301Applicants for1 open position
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Job Details

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Job Description

  • Define measurable  CX Metrics within the account
  • Develop and implement onboarding, training, and ongoing skills growth programs for CX, QA and Compliance teams
  • Establish and maintain frequent forums for CX Owners – Majorel & Uber
  • Map communication matrix and role support layers towards end touch point
  • Foster a positive, balanced working environment that gets team members excited about their work and mitigates risk of burnout
  • Act as Main POC for engagement with clients on CX, QA and Compliance activities
  • Establish unified Reporting
  • Leverage knowledge of CX industry standards and best practices to manage current systems
  • Deliver performance trends, insights, and key learnings to stakeholders
  • Prioritize and delegate CX team tasks based on current business objectives

Job Requirements

  • Excellent Leadership skills  
  • Excellent in English is a must
  • Excellent Coaching Skills
  • Customer Centric
  • Excellent written and oral communication
  • Strong analytical thinking as well as problem solving skills; proven ability to apply quantitative data analysis techniques to improve work processes
  • Culture Driven
  • +8 Years in Customer Service industry
  • Experience in CX, Training
  • 4 Years managing staff

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