Monitoring retail /Channel partner staff performance on their interactions with consumer/business customers during their visit to retail/BC, including all types of transactions, whether new sales activation, add-on, migrations, upgrade/downgrade and any other request processing as per retail work scope/process/CX QA standards & regulatory guidelines.
Audit & analyze retail customers satisfaction metrics like NPS in order to identify, track & enhance retail CX gaps
Participating in enhancing retail customer experience by auditing and identifying the improvement areas within retail/channel partner channels.
Tracking errors & reporting the most common problems, in order to take corrective actions.
Raising process & system enhancements to the relevant teams once an opportunity is identified.
Escalating all zero-tolerance cases severely impacting the customer experience for immediate corrective actions.
Uses quality monitoring data management system to compile and track performance at team and individual levels.
Participates in the quality programs/activities when needed with operation, process, and training teams to identify customer needs and expectations.
Provides actionable data to various internal support groups as needed.
Audit/analyze transactions generated from Speech Analytics tool to identify gaps/accuracy level/compliance level/process improvement opportunities
متطلبات الوظيفة
University graduate of any relevant discipline
Minimum one year experience as quality assurance specialist in a telecom company
Telecommunication retail or Customer Care (in telecom company) background is a plus
Fluent in English written & spoken
Expert at Microsoft Office
Ability to prioritize among competing tasks
Critical thinking and problem solving skills
Excellent time and project management skills.
Keen attention to detail and adherence to deadlines
RISEUP group is a member of "Endemag for Administrative Skills Development". It was established by the owners of a group of companies utilizing their accumulated local and international experiences in different business disciplines to provide an exception
