Ensuring a consistently highlevel of service is always received by QFZ investors. This rolewill monitor, analyse and report on all data related to SLAs,response times and investor satisfaction
Escalate roadblocks to Director iCare to ensurefulfilment of investor needs.
Report on TATand status of customers tickets unattended / pending calls toDirector iCare.
Develop and monitor iCarestaff performance KPIs and implement continuous improvementinitiatives.
Identify any gaps or blockers inprocesses that result in delays for investors
Ensure customers tickets are closed as per KPIs andSLAs.
Using data management tools such asExcel to record and analyse data
Producingreports for review by a range of internal stakeholders
Ability to identify issues and potential problems beforethey are escalated
Strong project managementskill with the ability to manage multiple projectssimultaneously