Service Quality Reporting Analyst
Qatar Rail
Doha, Qatar
منذ 34 يوم

Job Purpose :

The Customer Service Reporting Analyst will ensure that all Customer Service metrics are collated and reported through to SDD Business Support and Performance within the required reporting cycle.

The Service Quality Reporting Analyst will gather intelligence relating to Customer Service Delivery across multiple contracts, including the Customer Service Centre, the Customer Experience Surveys, the Rail Service Provider (Customer Experience) and through the Qatar Rail Customer Service Quality Team.

The Service Quality Reporting Analyst will also provide general administrative support to the Customer service team in arranging meetings, preparing and distributing agendas, taking and distributing notes of meetings.

Duties & Responsibilities :

  • Provide excellent administration to ensure Customer Experience Surveys are reported as per contractual requirements
  • Ensure that all Service Quality audits are planned, executed and reported as required within the Business Performance reporting cycle
  • Work with Contact Centre and Service provider to ensure accurate information in relation to Customer Service feedback
  • Develop detailed periodical reports specifically in relation to the Customer Experience across Doha Metro, Lusail Tram, as an end to end process, including providing commentary of trend analysis
  • Desired Profile : Education :

    Education : Diploma or equivalent

    Experience :

    Proven experience in analysing and managing data to develop reports with recommendations

    Experience as assistant or document controller with a minimum of 5 years in this position.

    Specific experience in Customer Service and / or Transportation industry and working within multicultural environments would be highly desirable

    Professional Training :

    Report writing and other administrative relevant professional training would be highly desirable

    Skills :

    Excellent verbal and written communication in English

    Experienced and confident identifying, analysing and reporting performance trends and forecasts

    Writing detailed reports

    Highly organised and able to manage time and tasks in a timely and efficient manner

    Highly proficient in Microsoft Excel, Powerpoint, Word and Visio

    Organisation & Planning skills

    Ability to learn new things

    Excellent Communication

    قَدِّم طلبك ترشيحك
    قَدِّم طلبك ترشيحك
    بريدي الالكتروني
    بالنقر فوق "متابعة"، عطي نيوفو الموافقة على معالجة بياناتي وإرسال تنبيهات البريد الإلكتروني لي، وفقًا لسياسة الخصوصية الخاصة بنيوفو. يمكنني إلغاء اشتراكي أو سحب موافقتي في أي وقت.
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