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Customer Experience

2 weeks ago

Doha, Qatar Qatar Airways Full time

About the role:
We are currently recruiting for Content Management Specialist for Customer Contact Centre in Doha.

As a Content Management Specialist, your primary responsibility is to manage and update Contact Centre Knowledge Management system and encourage correct and widespread usage of the knowledge base. Support all of Contact Centre operations by maximizing the utilization of knowledge base along with building Speech and Text Analytics strategy and framework.

Specific responsibilities for the role includes:

- Define the knowledge management strategy for Contact Centre knowledge base and maintain high quality, up-to-date, and searchable content for contact centre audiences of varying skill level
- Responsible for maximizing the utilization of the Speech and Text Analytics solution to drive quantifiable improvements to customer experience, a deeper insight of KPI performance and trends and improved performance in servicing customers and agent experience.
- Produce reports on KM topics and share insights

Be part of an extraordinary story

Your skills. Your imagination. Your ambition. Here, there are no boundaries to your potential and the impact you can make. You’ll find infinite opportunities to grow and work on the biggest, most rewarding challenges that will build your skills and experience. You have the chance to be a part of our future, and build the life you want while being part of an international community.

Our best is here and still to come. To us, impossible is only a challenge. Join us as we dare to achieve what’s never been done before.

Together, everything is possible

About you:
To be successful in the role, you must have the following qualification and skills:

- Bachelor’s Degree or Equivalent, with minimum 5 years of Contact Centre Experience
- It’s essential to have experience in large Scale organizational
- Experience in working with a multi-site operations
- Have worked in a Vendor managed operations
- Excellent written and spoken English
- Management and Leadership skills

About Qatar Airways Group:
Our story started with four aircraft. Today, we deliver excellence across 12 different businesses coming together as one. We’ve grown fast, broken records and set trends that others follow. We don’t slow down by the fear of failure. Instead, we dare to achieve what’s never been done before.

So whether you’re creating a unique experience for our customers or innovating behind the scenes, every person contributes to our proud story. A story of spectacular growth and determination. Now is the time to bring your best ideas and passion to a place where your ambition will know no boundaries, and be part of a truly global community.

**How to apply**: