This is a Customer Service Quality Manager position based in Riyadh, Saudi Arabia. As a Customer Service Quality Manager, you will be responsible for ensuring the highest level of customer satisfaction by overseeing and improving the quality of customer service operations. You will play a critical role in maintaining and enhancing the reputation of the company through the delivery of exceptional customer service.

Responsibilities:

1. Develop and implement customer service quality standards and guidelines to ensure consistent and excellent service delivery.
2. Monitor and evaluate customer interactions and transactions to identify areas for improvement and develop action plans.
3. Lead and manage a team of customer service representatives, providing guidance, training, and support to ensure high performance and productivity.
4. Collaborate with cross-functional teams to implement process improvements, streamline operations, and enhance the customer experience.
5. Analyze customer feedback and data to identify trends, patterns, and areas of improvement, and take appropriate actions to address issues.

Preferred Candidate:

1. Strong leadership and managerial skills, with the ability to motivate and inspire a team.
2. Excellent communication and interpersonal skills, with the ability to build rapport with customers and colleagues.
3. Strong problem-solving and decision-making skills.
4. Attention to detail and ability to multitask in a fast-paced environment.

Skills

• Customer service management
• Quality assurance
• Team leadership
• Process improvement
• Data analysis