مدیر تضمین کیفیت خدمات مشترکین بخش مرکز تماس

ایرانسل تهران

منتشر شده 2 سال پیش

Job Description

Job summary: Responsible to make sure quality of provided services and support for all customers via all customer Service contact channels (including incoming and outgoing calls, Chat, etc.) are aligned with company strategy and standards, increase customer satisfaction rate and decrease customer complaints, managing collaboration of different teams to ensure availability and applying all used processes for supporting customers for different products and services. Responsibilities: ● To manage, controlling and measure the quality of support provided by customer Service contact points in both knowledge and soft skill areas. ● To provide regular and standard feedback to customer service contact points. ● To manage to conduct an assessment on quality in terms of using developed and standard policies. ● To analyses identified gaps in the quality of customer care services and Policies and propose enhancement/new quality controls and action plans. ● To monitor the status of quality in customer Service contact points and ensure its improvement on a monthly basis. ● To participate in the development of quality standards for customer Service contact points via benchmarking and studying new methodologies. ● To generate different routine and adhoc reports for the management on the quality performance of contact points.

Requirements

● Bachelor's degree in Commerce, Communications, Industrial Engineering, Statistics, or related fields. ● MBA graduate, Master's degree in Management, or Industrial Engineering is an advantage. ● Minimum of 5 years of experience in an area of specialization; with experience in supervising/managing others. ● Experience working in a medium to large organization.

Employment Type

  • Full Time

Seniority

Details

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