Customer Experience & Quality Control Shift Lead

noknok is looking for Customer Experience & Quality Control Shift Lead to join the team.


ROLE AND RESPONSIBILITIES

1. Optimizes operations, improves quality and customer experience, and drives cost reduction initiatives

2. Coordinates properly with the different departments and reports and/or proposes ways to enhance customer related operational processes
3. Prepares and aligns the scheduling of the shifts of all the customer service agents

4. Reports any hazards or risks in addition to accidents/incidents to the QHSE department while complying to the IMS Policy

5. Controls the quality of service offered to customers by reporting incidents based on wrong practice or procedure; and working with different departments, ensuring quality

6. Trains and follows-up closely on all the CS agents ensuring implementing the appropriate ways to deal with all situations (clients and internal operation)
7. Submits all CS reports to Top Man...