Job Purpose
Leading and Coaching group of engineers for monitoring the Customer Experience through all the possible interfaces to be able to track any type of degradation that may affect the customer perception, giving recommendations to sustain performance improvement
Report To Position Name
Set criteria and follow-up new tasks and reports requested from Quality Team.
• Prepare delegation plans to ensure regular tasks continuity in case of any absence of any team member
• Monitor the work load within team members to ensure fairness and high productivity
• Accountable for CE processes
• Identify the different individual team members needs for both direction and support
• Initiator and key stakeholder in customer complaints process
• Key person on tracking main CE hot issues with all concerned teams through effective tracking system