CX Performance , Complaints & Quality Manager
December 30, 2021
About the job
To provide a comprehensive, sensitive but effective performance management , reporting , QA & complaint service for all service areas. working closely with internal and external stakeholders to investigate and resolve issues and provide satisfactory outcomes. To promote the work of the Customer Experience team across the organisation, with senior managers and Members in order to support the embedding of the policies and procedures within its remit across the day to day activities of the organisation.
Designing and developing a customers’ complaint monitoring programme
Managing the customer complaint compliance programme and ensuring it complies with appropriate regulations
Ensuring that complaints are properly documented, investigated and responded
Analysing complaint trends and ensuring that appropriate corrective actions are taken
Managing and coordinating the monitoring policy and methodology for complaints handling
Assessing and reporting on individual complaint handlers quality of work
Advising on and implementing training requirements
Reporting findings on a monthly basis
Design, implement, and improve experience function quality standards.
Analyze data in order to find areas for growth and improvement
Training, motivating, coaching, and correcting employees to ensure that standards are met.
Create performance reports to track progress. On all experience fronts.
Formulate strategies to increase productivity.
Review processes in order to ensure that they align with current trends.
Identify our customers’ needs or customer segments and define the related strategy.
Set out and follow the performance objectives through the dashboards
Understanding and delivering on customer needs,
Setting the standards for support functions to ensure Timely response, delivery and resolution,
Ensuring resolving issues before the customer feels the pain, ensuring excellence.
2 to 3 Years Proven working experience as a CX Performance, Complaints and quality Manager, “ Preferred E-commerce ”
5 Years Experience in providing customer service support
Excellent knowledge of management methods and techniques
Proficiency in English
Working knowledge of customer service software, databases and tools
Awareness of industry’s latest technology trends and applications
Ability to think strategically and to lead
Strong client-facing and communication skills