Quality Assurance Executive - CSO

Location-El Giza ,  ,Egypt (EG) 

Job ID -6436

Job Purpose:

• Quality assurance team continuously review and improve the design, performance, and efficiency of process to achieve highest productivity and proficiency levels.

Key Responsibilities:

• Audit on GCS cases, follow up and ensure End to End resolution.
• Listen carefully to contact center calls and audit all info provided to customers. 
• Monitor on customer service (cash team) on attending customers inquiries by fulfilling their requirements, solve their problems & ensure following up their cases.
• Maintain customer satisfaction service level, ensure manage & meet customer expectations.
• Audit on Responding on all customer's inquiries & improve their customer service experience.
• Monitor on Providing excellent customer service for customers as per Aramex CS standards.
• Monitor on the flow of information horizontally and vertically.
• Collaborate with the team members to achieve their KPI’S.
• Audit on Closing all pending cases in a timely manner.
• Achieve Aramex customer service KPIs Pass the customer service audits.
• Maintain Customer Service KPIs on all audits.
• Follow up on domestic and express outstanding shipments for cash & accounts.
• Change internal issues that are relevant to quality management system Cases investigation.
• High-level analysis for each team with areas of improvement
• Manage workload assessment and collaborate to efficiently utilize our people.  
• final calculations for bonus scores

Job Requirements:

• Bachelor’s degree Holder (Business Administration/ Logistics/ Supply chain Major Preferably).
• 1 – 2 Years of experience in Quality Assurance.
• Fluency in English is a MUST.
• Strong Knowledge in Microsoft Office (Excel, Outlook).
• Excellent Communication Skills: Verbal and written in English.

Company Overview:

Since our founding in 1982 we have grown to become a world leader in comprehensive transport and delivery solutions for business and consumers. Headquartered in Dubai, at the heart of the world’s most dynamic commercial hub and on the site of historic trade routes linking east and west, commerce and transport are deeply embedded in Aramex’s DNA. We are dedicated to transforming the face of trade, expanding our operations rapidly to better connect businesses and consumers worldwide.