Head of Service Quality

4 days ago

Karachi, Sindh, Pakistan beBeeCustomer Full time
Senior Customer Experience Strategist

This role involves overseeing the overall service quality management, complaint handling and consumer protection initiatives within an organization. It requires a deep understanding of customer needs and behaviors, as well as the ability to design and implement effective strategies to enhance customer experience.

The successful candidate will be responsible for:

  • Developing and implementing customer-centric policies and procedures that align with regulatory requirements;
  • Collaborating with internal stakeholders to identify areas for improvement and develop solutions to enhance service quality;
  • Leading cross-functional teams to conduct audits and assessments to identify gaps in service quality and compliance;
  • Designing and implementing training programs for staff to ensure they have the necessary skills and knowledge to deliver high-quality services;
  • Monitoring and analyzing service quality metrics to identify trends and areas for improvement;
  • Staying up-to-date with industry trends and regulatory changes to ensure the organization remains compliant and competitive.

Requirements:

  • At least 10 years of experience in customer-facing roles or in customer experience strategy and leadership;
  • Strong understanding of customer behavior and preferences;
  • Excellent communication, interpersonal, and problem-solving skills;
  • Ability to analyze complex data and identify trends and patterns;
  • Proven track record of improving customer satisfaction and loyalty through strategic initiatives;
  • BS in Business Administration, Marketing, or related field preferred.

Benefits:

  • Opportunity to work with a dynamic team to drive business growth and improve customer experience;
  • Competitive salary and benefits package;
  • Professional development opportunities to enhance skills and knowledge;
  • Flexible working hours and remote work options.

Others:

  • Education: Minimum BS degree from a reputable institute.
  • Experience: At least 10+ years of relevant experience.
  • Skills: Communication Skills, Problem-solving Skills, Negotiation Skills, Time Management Skills, Selling Skills.

Seniority level: Director
Employment type: Full-time
Job function: Customer Service
Industries: Banking

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