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Customer Experience Quality Specialist
2 months ago
Welcome to a world where ambitions soar high. We are excited to announce an opportunity to be part of our Product Development & Design Division as a Customer Experience Quality Specialist in Doha. As a key member of our team, you will be responsible for providing subject matter expertise in digital, product, and service design and operations through detailed evaluations and testing of all customer touch points and systems (online and in-person) to inform stakeholders' decisions for customer service enhancements, improve operational strategies, and help Qatar Airways enhance its competitive edge and customer satisfaction by rapidly evolving.
Key Responsibilities- Conduct end-to-end customer experience quality monitoring audits to gather insights on various aspects of the customer journey.
- Test all digital systems where customers interact with the brand, including mobile apps, website, live chat, bots, pop-ups, and social media, to identify opportunities for enhancements and propose improvements to increase customer connection and satisfaction.
- Understand current customer proposition, feedback, industry standards, expectations, and emerging trends through research and use this to drive improved customer experience.
- Interact with employees and online platforms on all customer touch points to monitor and gauge customer service.
- Evaluate all ground experience touch points at base and in outstations and build on competitor research to further enhance Qatar's proposition.
- Review and evaluate relevant airport facilities and services to enhance the customer experience for all areas.
- Contribute to the development of customer journey design, engagement standards, and KPIs for all customer experience touch points for airport, ground, digital, and in-flight experience.
As a Customer Experience Quality Specialist, you will have the opportunity to work in a dynamic and innovative environment, contributing to the enhancement of customer satisfaction and the competitive edge of Qatar Airways. If you are passionate about delivering exceptional customer experiences and have a keen eye for detail, we encourage you to apply for this exciting opportunity.
