الوطنية للاتصالات/Quality Assurance Analyst

-Monitoring and measuring the delivered customer service using the methods and tools identified by Customer Care management.
 - Performing gap analysis between the actual delivered service and the defined Key Performance Indicators (KPI) and communicating the result and provide feedback to -ensure quality standards are met.
 - With the Customer Care managers, developing the quality strategy for Customer Care department.
  - With the Communication Coordinator, developing the communication strategy for the improvement  and awareness of quality issues in the Customer Care department.
  - Identifying service quality improvement opportunities and propose actions, communicate them and make sure they are addressed.
   -Performing individual monitoring for CCRs as a request by supervisor and providing feedback.
  - Planning and executing a call monitoring plan.
  - Alerting the management teams in case of punctual problems such as scheduling impacting the service level and operational efficiency indicators.
   -Participating in the analysis of daily, weekly and monthly activity reports to identify opportunities to optimize the service level.
   -Continuously improving monitoring methodology and feedback.
Requirements:
- Minimum two years experience in a similar job ideally in a telecommunication environment.
    - Analytical and problem solving capabilities.
    - Excellent listening skills.
    - Good sense of organization and care for details.
    - Reporting skills.
    - Excellent communication skills.
    - Team spirit.
    - Dynamic and proactive.
    - Initiative.
    - Comprehension of the strategy and the stakes of Customer Care.
    - Bachelor Degree in related filed.
    - Proficiency in Arabic and English (oral and written). Additional language would be an asset.
    - Computer Literacy knowledge (Microsoft).
 

 

3.15.215.190