FM Contact Center Quality Assurance Specialist

Role Purpose

Working as part of the Technical Services FM Contact Centre Department of NEOM Facilities Management; the role is to work as FM Contact Center Quality Assurance Specialist as this will include working closely with FM contact centre manager and supervisor to ensure and apply the quality management system in the FM Contact Centre. The main role is to improve & sustain the quality of the Contact Center function this will cover the following aspects.

• Customer relations
• Quality assurance
• Process improvements
• Overall operation

The candidate should have strong knowledge & experience in customer service/ Contact Center, facility management and data analysis.

Knowledge, Skills And Experience

• To improve & sustain the quality of the Contact Center function this will cover the following aspects.
• Customer relations
• Quality assurance
• Process improvements
• Overall operation
• To ensure all SOPs of FM contact centre are applied & followed.
• Monitor and assess the performance for the Contact Center staff.
• To develop metrics for quality & compliance scores to track performance.
• To develop the voice of the customer process to improve the quality-of-service delivery
• Coach the Contact Center agents.
• Conducting a regular training for the Contact Center agents to measure the knowledge transfer level.
• Conducting root-cause analysis and aligning to KPI/SLAs with the owners.
• Listen to daily calls and evaluate the calls of the agents and score them accordingly.
• To deal and handle all complaints within all NEOM operations service line.
• Follow up with complaints are make sure the service lines are closing them within the agreed SLA.
• Recommend improvements to any FM Contact Center SOPs as per the business needs.
• Recommend and initiate different approach & initiatives to measure the customer satisfaction.
• To improve the escalation matrix and ensure it is always updated
• To support in the monthly preparation of the Work Completion Certificate report and coordinate that with Operation & Maintenance team
• Initiate different initiatives to improve the customer experience part of the FM Contact Center function
• To support in the monthly preparation of the Work Completion Certificate report and coordinate that with Operation & Maintenance team
• Providing customer feedback and internal compliance feedback to management.
• Following up the pending requests to be sorted out.
• Following up the pending complaints to be sorted out.
• Prepare incidents report.
• Prepare Complaints report.
• Prepare Root cause analysis report.
• Ability to cover contact centre agent for any emergencies.
• Prepare Non-Compliance report.
• Initiate different initiatives to improve the customer experience part of the FM Contact Center function.
• Identify and escalate situations requiring urgent attention to the CC management
• Work with the FM contact centre team to develop the customer experience journey within the contact centre processes.
• Perform other duties as assigned

Qualifications

• Bachelor in related field.
• Strong working knowledge of CAFM
• 2 years minimum experience of UX CRM application flow.
• Excellent verbal, written and interpersonal communication skills.
• Exceptional analytical skills.
• Must be proficient with Microsoft applications.
• Solid time management skills.
• Accuracy and attention to detail.
• Self-development skills to keep up to date with fast-changing trends.
• Excellent English (Written & Spoken).