Service Quality Sr Specialist

3 weeks ago


مصر, Egypt Majid al Futtaim Properties Full time

Majid Al Futtaim invites you to join us in our quest to create great moments for everyone, everyday We are the leading shopping mall, residential communities, retail and leisure pioneer across the Middle East, Africa and Asia, serving over 560 million visitors a year. For the past two decades, we have shaped the consumer landscape across the region, transforming the way people shop, live and play, while maintaining a strong sustainability track record and the largest mall in the world to attain LEED Gold EBOM Certification. We have over 40,000 team members in 15 international markets representing over 100 nationalities - all keeping the customer at the heart of everything we do. If you enjoy being BOLD, PASSIONATE and TOGETHER, then Majid Al Futtaim is the destination for you.

**Job Purpose**:

- Responsible for setting up, monitoring, sampling, and reporting performance of service quality and customer experience, to improve Global Solutions service delivery and customer satisfaction.**Job Details - Key Responsibilities and Accountabilities**:

- Prepare and implement service quality assurance policies and procedures
- Develop and continuously improve the quality assurance tools used in MAF GS
- Perform quality sampling and report both qualitative and quantitative measure of quality against processes and procedures as well as service quality standards
- Govern & Report on the service recovery and escalations activities
- Consolidate & follow up service quality & CX improvement action plans
- Data Analytics and reporting: service quality performance, cx related metrics, progress of quality & CX improvement programs.

**Measure of Success - Illustrative KPIs**:

- Quality Score
- %Escalations responded to within SLA
- % Completion of VOC action plans

**Personal Characteristics and Required Background**:

- Knowledge and experience in quality assurance roles
- Understanding of Quality assurance terminology and tools.
- Data Analysis, reporting and report visualization skills (Data Analytics and reporting)
- Strong result orientation with understanding of service management

**Previous experience in**:

- highly transactional service delivery operations, with hands-on experience in service quality monitoring, sampling and reporting
- 5-7 years Experience


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