Senior Officer - Service Quality Assurance

Senior Officer - Service Quality Assurance

Abu Dhabi, United Arab Emirates

Job Description

Assist in undertaking Quality Assurance reviews and preparing reports for each customer interaction aiming to provide the highest quality of services and closing all agreed corrective and improvement actions.

Responsibilities

Core Responsibilities:

• Support to evaluate recorded calls, collect customers feedback and implement corrective plans.
• Update FAQ related to customers in a regular basis.
• Record all service details in CRM system.
• Support the quality team in the delivery of recertification of ISO 9001, ISO 10002 with completing of previous agreed actions related to previous internal or external audit.
• Follow up customer participation rate in surveys and highlight engagement issues for attention.
• Organize training programs for the unit and other business unit in line with ...