CS Sr Quality Analyst
Amazon
Cairo, مصر
منذ 1 يوم
source : Wizbii

DESCRIPTION

Job Description : CS Senior Quality Analyst (L4)

  • Drive Customer Service Quality efforts at Cairo site for ME CS, working closely with the local and distributed teams of Quality Analysts, Operations and Training teams
  • Perform analytical deep dives to develop interpretive insights; conduct trend analysis to identify performance gaps, highlight strengths, and provide recommended corrective actions
  • Lead efforts to establish quality benchmarks, annual goals and reporting framework to identify areas for improvement week on week
  • Prepare reports for the Weekly Business Review of quality metrics, highlighting variations from goals and previous week performance and data-
  • linked drivers for the change

  • Audit and analyze the Site Compliance issues, and recommend corrective measures
  • Provide ME CS Ops team with a holistic view of CS performance and identify the levers which will drive performance improvements on quality metrics without misses on compliance
  • Lead quality improvement projects to deliver measurable improvement in customer experience metrics and proactively drive continuous improvement through customer experience improvement projects.
  • Participate and lead development of robust quality improvements and training processes, to ensure Quality bar on all CS contacts, effectively liaising with all stakeholders
  • Create new dashboards to measure, track and improve quality metrics, from stored data
  • Work with the necessary functions to ensure new policies / processes are successfully scoped and rolled out with measurable results against key metrics
  • Lead with compiling, analyzing and driving First Contact Resolution improvement and Repeat contact reduction initiatives
  • Recommend and drive automation in quality support, to reduce manual dependence and faster scale up
  • Identify progressive tools and technology enablers that will improve overall quality effectiveness, including by studying and adopting global best practices
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