Customer Experience Excellence Coordinator

9 hours ago


Manama, Manama, Bahrain RESO Full time
Job Overview
At RESO, we strive to deliver exceptional customer experiences through our contact center operations. As a Customer Experience Excellence Coordinator, you will play a pivotal role in driving quality and performance excellence within the team.

Key Responsibilities:
- Collaborate with the management and HR teams to develop and implement quality assurance processes and procedures that align with industry best practices.
- Conduct market research, benchmarking, and calibration sessions to identify trends and best practices in service quality management.
- Establish quality standards based on business needs and best practices to enhance process flow and working environment.
- Contribute to the development and enforcement of the Service Quality Assurance Manual, covering policies and operating procedures for contact center activities.
- Provide assistance in suggesting and implementing enhancements to quality assurance processes and procedures to achieve high-quality productivity and customer satisfaction.
- Support the Supervisor in guiding, supporting, and monitoring contact center Inbound/Outbound teams' performance in line with adopted quality standards.
- Assist in identifying areas for improvement, recommending development plans, and training courses to the management and HR.

Requirements:
- Bachelor's degree in Management or Administration or equivalent.
- Quality Assurance/ISO Lead Assessor certificate is a plus.
- Proficient in using technology systems and tools; capable of using Microsoft Office effectively.
- Fluency in English and Arabic languages.

Desirable Skills:
- Proven skills in enhancing performance, achieving targets, and increasing sales.
- Capability of training and coaching individuals and groups on best practices.
- Ability to analyze data, identify pitfalls, and recommend cost-effective solutions.
- Effective persuasion, negotiation, problem-solving, and decision-making skills.
- Demonstrated ability to contribute and successfully deliver against business strategy and set KPIs.

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