GRADE: 8
BAND: Senior Professionals & Professionals
DEPARTMENT: Supporting Functions
SUB-FUNCTION: Quality
LINE OF BUSINESS: Raya Customer Experience
REPORTING TO: Specialist
KEY RESPONSIBILITIES
Monitor either remotely or on a recorded basis and evaluates agents, team leaders & Trainers performance (script, data, process consistency, product knowledge and behavior) for all transactions to ensure quality service.
Implement quality assurance standards, evaluate adequacy of quality assurance and standards
Oversee all verifications processes (Calibrations, Quizzes, tests or certifications & quality induction).
Identify failures and potential failures to recommend action plans/preventive actions and communicates results with the concerned management.
Identify quality variations from metrics and documents related to quality issues/cases.
Validate and brief investigations team when required and ensure accurate meaningful reports prepare within previously agreed timescales and support and advise project’s stakeholders in all issues relating to quality compliance
Carry out the responsibility of gauge scoring for quality executives, team leaders and trainers.
Analyzing and correlating C-sat and Quality Data to provide a root cause for the needed KPIs
Meet with stakeholders to provide an effective action plan Following up on the action plan fulfillment, accuracy and Impact
INTERPERSONAL SKILLS:
Ownership - Functional Skills - Ideas presentation and Taking initiative - Continuous Learning - Customer Centricity
TECHNICAL SKILLS:
Analytical – Computer
LANGUAGE SKILLS:
Arabic: Proficient
English: Advanced
As an employee of our company, you will collaborate with each department
to create and deploy disruptive products. Come work at a growing company
that offers great benefits with opportunities to moving forward and learn
alongside accomplished leaders. We're seeking an experienced and outstanding
member of staff.
This position is both creative and rigorous by nature you need to think
outside the box. We expect the candidate to be proactive and have a "get it done"
spirit. To be successful, you will have solid solving problem skills.
Responsibilities
- Lead the entire sales cycle
- Achieve monthly sales objectives
- Qualify the customer needs
- Negotiate and contract
- Master demos of our software
Must Have
- Bachelor Degree or Higher
- Passion for software products
- Perfect written English
- Highly creative and autonomous
- Valid work permit for Belgium
Nice to have
- Experience in writing online content
- Additional languages
- Google Adwords experience
- Strong analytical skills
What's great in the job?
- Great team of smart people, in a friendly and open culture
- No dumb managers, no stupid tools to use, no rigid working hours
- No waste of time in enterprise processes, real responsibilities and autonomy
- Expand your knowledge of various business industries
- Create content that will help our users on a daily basis
- Real responsibilities and challenges in a fast evolving company
What We Offer
Each employee has a chance to see the impact of his work.
You can make a real contribution to the success of the company.
Several activities are often organized all over the year, such as weekly
sports sessions, team building events, monthly drink, and much more
Perks
A full-time position
Attractive salary package.
Trainings
12 days / year, including
6 of your choice.
Sport Activity
Play any sport with colleagues,
the bill is covered.
Eat & Drink
Fruit, coffee and
snacks provided.
