Work collaboratively across all departments of Careem to define, document and implement business processes that improve the overall User experience (Customer, Captain, Merchant & Agent).
Focusing on the entire Care process from beginning to end, introducing innovation to deliver continuously better service to our users and to position the team for better efficiency and productivity.
Identify and create a core set of business processes for Careem Care. This includes product and business level processes.
Evaluate and redesign business processes based on input from all Careem domains with a focus on continuous improvement
Act as the interface between IT / Tech / Product Managers, Users (Care Agents) and the business by defining and communicating product requirements and use cases.
Collaborate with the business to ensure business readiness and transfer knowledge for any new process or system.
Review and evaluate Customer, Merchants, Captains and agents experience and identify areas of improvements in efficiency and NPS / CSAT.
Maintain Care agent call handling quality upto highest industry standards
Key skills and requirements :
A minimum of 4 years ’ experience in quality assurance, process or experience design or a related field especially in customer service / call centre industry.
At least 2-3 years in call centre.
Extensive knowledge of BPO and Call centre setup.
Advanced knowledge in generating process documentation including complex scenarios
Experience of creating use cases and managing focus groups and workshops.
User journey mapping experience and ability to identify loopholes.
Customer centric mindset and data driven.
Ability to stakeholder management
Exceptional communication and presentation skills.
Ability to speak English and Urdu fluently.
Ability to travel across the region (If required).