Quality/cx Manager

3 weeks ago


AlAyn, United Arab Emirates Teleperformance Full time

**JOB TITLE : Quality/CX Manager**

**Domain : Call center / Contact Centre / BPO Experience Must**

**GENERAL DESCRIPTION**

A CX manager is responsible for bridging the gap between customers and the entities to ensure that the touchpoints across the customer's’ journey are engaging, efficient and effective.

A CX manager conducts an analysis by reviewing available data and anecdotal feedback, and identifying any loopholes. Relevant improvements to the customer journey are made following this analysis. These changes are aimed at helping improve customer relations by anticipating any questions or needs the customers may have and solving for them in advance of future interactions.

**Specialist role to oversee all aspects of Quality in the ADGCC, across all departments**

**DUTIES AND RESPONSIBILITIES**

The CRM manager is tasked with managing the day to day aspect of CRM, help in developing programs, setting overall strategy and facilitating implementation.
- Playing a leadership role for all CRM activities
- Identifying strategic opportunities
- Maintaining relationships and helping agency leaders in the network
- Being a role model and champion for CRM within the agency
- Being an inspiration and guide for the creatives, project and teams
- Guiding the entire ideation process and support efforts all the way through to delivery
- Being a champion for effectiveness and how to develop data-driven strategy
- Building morale and motivation within strategy, coaching and supporting at all times
- Taking on the role of thought leader, forming initiatives to develop skills and knowledge
- Develop and execute quality strategies aligned with regional and global strategies
- Determine the quality policy and quality targets and ensuring that the quality targets are adopted by all employees,
- Review and sign-off of master production, process validation and cleaning validation documentations
- Establish quality systems and standards, which enable achievement of regulatory compliance and good experiences practices and anticipate the changing needs of customers
- Work with the suppliers to resolve supplier manufacturing issues, determining root cause and implementing effective quality resolutions
- Create a proactive approach and implement solutions for process improvement and sustain continuous improvement environment and establish standards, procedures, performance levels, documentation and etc.
- Ensure that critical quality issues are reported to company management using the Global Quality alert process
- Manage quality and technical relationship with entities and customers. Lead customer complaints process.
- Prepare and keep Quality Management System documents, Planning.
- Determine the calibration needs of the equipment in the company, to make the calibration and to keep records
- Delivery of regular report and KPI performance follow-up
- Perform other related duties and assignments as required and assigned by supervisor or manager

**Qualification Required**

Bachelor Degree (Preference to humanities & social sciences)

A minimum of - years of relevant work experience in one or more of the following industries: financial services, technology, telecoms, or management consulting

Experience across digital strategy and delivery, customer strategy, customer experience design, journey design, business transformation, innovation, and product development/management

Ability to commute/relocate:

- Al-Ayn: Reliably commute or planning to relocate before starting work (required)

**Experience**:

- Call Center-Contact Center - BPO: 3 years (required)



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