Key Accountabilities :

• Design, Measure, and report periodic comprehensive and ongoing performance dashboards including NPS, QoS and Dynamic Voice of Customer surveys and measures for all interfacing operations to stakeholder management.
• Channels Performance: Evaluate the performance of digital & Physical channels to identify areas for improvement and drive digital transformation initiatives.
• Predictive Analytics: Utilize advanced analytics techniques to predict customer behavior and trends, helping to shape future business strategies.
• Fully analyze customer satisfaction and dissatisfaction metrics with assessment of process implementation and recommend specific opportunities of improvement.
• Execute data analysis assignments to support customer experience process owners and identifying process and customer experience improvement opportunities based upon qualitative and quantitative customer feedback
• End to End Processes Performance Reviews to ensure effective deployment of designed processes.
• Ensure that a performed service adheres to a defined set of quality criteria agreed in the company or meets the requirements of the customers by conducting mystery shopping/calling activities and reporting the results to management.
• Support Customer Experience with the design of the end-end customer journey of the projects and services from the customer experience perspectives.
• Serve as the “point of contact” for all QoS dashboards and Voice of Customer reports.
• Ensure effective action plans are in place by operations to improve customer satisfaction results, based on voice of customer, KPIs periodic achievement and call back reports.
• Create and animate initiatives towards promoting a Customer-Centric culture.

Education & Experience:

• Bachelor Degree in Industrial Engineering/ Business Administration or IT.
• Min 3-4 Years of experience preferably in quality-related work, data analysis and reporting, Six Sigma, and Project Management methodology.