CX Performance , Complaints & Quality Manager

Job Description

Job Brief

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.

Job Description

• 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.
• Analyse 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.

Job Requirements

• 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