At Careem, we are driven by the purpose of simplifying the lives of people and building an awesome organisation that inspires.
Based in Dubai, we started our journey as a pioneer of the Middle East’s ride-hailing economy. Today, Careem is the region’s everyday Super App operational in 13 countries and over 100 cities.
The Super App provides a host of daily services that people need to move around, to order things and to transfer money in one unified smartphone app.
Our goal is to simplify people’s daily lives so that they can spend their precious time and mindshare on things that really matter and on realizing their potential.
Provide support to the experience lead in streamlining of processes & SOP’s to ensure customer delight and achieving zero % error level
Ensuring excellent customer experience through regular evaluation of interactions between front line representative and customers
Design, develop, deliver daily / weekly huddles & need based training sessions for contact centre & newly hired resources
Developing constructive feedback / voice of customer through test calls, work code analysis and spot-checks
Sharing weekly and monthly performance trends along with findings to bring immediate improvement
Mentoring & coaching low performers, identified in regular evaluations, through dedicated individual sessions with strong follow-up to gauge improvement
Suggesting action plans to improve FCR for most common queries / complaints
Preparation of TNA's through evaluations, spot checks, customer satisfaction surveys, NPS, mystery shopping etc.
QA audits and analysis of all care touch Points
Assuring the achievement of monthly Quality Service Level to the set threshold
Weekly / Bi-weekly spot checks on OSP evaluations
Strong follow up and communication skills (oral & verbal) Able to meet deadlines
Self-reliant and display ownership to ensure end to end resolution
Qualification & Experience
Minimum Bachelor’s degree
A minimum of 4 - 5 years of experience in call centre Quality Assurance / Standardization & Training
Good presentation skills
Able to speak, read and write good English. Understanding Arabic will be a plus
Advanced knowledge of BPO and Call Centre setup
Should possess technical skills preferably work experience in Branchless Banking / Microfinance banking / Telecommunication sector