Full-Time
Egypt, EG

Posted 7 months ago
Negotiable / Month
Salary: Negotiable

Majid Al Futtaim

The Majid Al Futtaim brand is a testament to our founder's heritage, culture, and vision for a world in which people interact with one another, make wonderful things, and have wonderful moments every day. Since its inception, Majid Al Futtaim has continuously established new standards for innovation and excellence, making it a symbol of strength, determination, and distinction. The Majid Al Futtaim brand, which is indicative of the inspiration, icon, and identity that defines who we are and what we do, serves as a representation of this.

Job Vacancy -SERVICE QUALITY SR SPECIALIST | Majid Al Futtaim, Egypt, EG

SERVICE QUALITY SR SPECIALIST | Majid Al Futtaim, Egypt, EG

Job Location: –Egypt, EG
Company: –Majid Al Futtaim
Education: –Bachelor’s degree in a relevant field

Nationality: -Any Nationality
Gender: – Male / Female
Number of Vacant Positions: -Not mentioned

Salary: –As per company policy
Job Type: – Permanent
Experience: – 5-7 years of Experience and highly transactional service delivery operations, with hands-on experience in service quality monitoring, sampling, and reporting

About Majid Al Futtaim

The Majid Al Futtaim brand is a testament to our founder’s heritage, culture, and vision for a world in which people interact with one another, make wonderful things, and have wonderful moments every day.

Since its inception, Majid Al Futtaim has continuously established new standards for innovation and excellence, making it a symbol of strength, determination, and distinction. The Majid Al Futtaim brand, which is indicative of the inspiration, icon, and identity that defines who we are and what we do, serves as a representation of this.

There are countless ways to create memories for families, friends, and communities with each unique brand, location, and venue.

Majid Al Futtaim has produced memorable moments for more than 20 years, beginning with the City Centre, Deira in 1995, which revolutionized Middle Eastern retail, leisure, and entertainment and transformed how people experience places and spaces.

As a brand with a clear vision, what we do is important, but who we do it for is what counts most. By setting the standard and tenaciously pursuing excellence, we create “amazing moments for everyone, every day” and continually provide wonderful experiences.

Our brand marque, which stands for trust, enthusiasm, honesty, and dependability, is much more than just a logo. Not only does it stand for the initial letter of our Founder’s name, but the arch-like shape was also influenced by the iconic Mall of the Emirates dome, which symbolizes our Founder’s and his country’s unrestricted aspirations.

The Majid Al Futtaim brand, which stands for our past, present, and future, is what binds the magic and moments together. It manifests the ordinary into the extraordinary.

Amajid SERVICE QUALITY SR SPECIALIST

SERVICE QUALITY SR SPECIALIST|Majid Al Futtaim, Egypt, EG

Description:

Majid Al Futtaim invites you to join us in our quest to create great moments for everyone, everyday! We are the leading shopping mall, residential communities, retail and leisure pioneer across the Middle East, Africa and Asia, serving over 560 million visitors a year. For the past two decades, we have shaped the consumer landscape across the region, transforming the way people shop, live and play, while maintaining a strong sustainability track record and the largest mall in the world to attain LEED Gold EBOM Certification. We have over 40,000 team members in 15 international markets representing over 100 nationalities – all keeping the customer at the heart of everything we do. If you enjoy being BOLD, PASSIONATE and TOGETHER, then Majid Al Futtaim is the destination for you.

Job Purpose:

Responsible for setting up, monitoring, sampling, and reporting performance of service quality and customer experience, to improve Global Solutions service delivery and customer satisfaction.

Job Details – Key Responsibilities and Accountabilities:

Prepare and implement service quality assurance policies and procedures
Develop and continuously improve the quality assurance tools used in MAF GS
Perform quality sampling and report both qualitative and quantitative measure of quality against processes and procedures as well as service quality standards
Govern & Report on the service recovery and escalations activities
Consolidate & follow up service quality & CX improvement action plans
Data Analytics and reporting: service quality performance, cx related metrics, progress of quality & CX improvement programs.

Measure of Success – Illustrative KPIs:

Quality Score
%Escalations responded to within SLA

% Completion of VOC action plans

SERVICE QUALITY SR SPECIALIST|Majid Al Futtaim, Egypt, EG

Requirements

Functional/Technical Competencies

Personal Characteristics and Required Background:

Knowledge and experience in quality assurance roles
Understanding of Quality assurance terminology and tools.
Data Analysis, reporting and report visualization skills (Data Analytics and reporting)
Strong result orientation with understanding of service management

Previous experience in: