Customer Experience Quality Assurance Manager

• Job Type Full Time
• Qualification Diploma
• Experience5 years
• Location Nairobi
• Job Field Customer Care  , Sales / Marketing / Retail / Business Development 

Brief Depiction for Customer Experience

Job Reason Explanation: Detailing to the Head of Client Encounter and Dependability, the perfect candidate will be responsible for the usage of the Quality Confirmation program all through the ground benefit client touchpoints and to guarantee conveyance of client involvement as per set benchmarks through checking, reviewing and assessing work forms to guarantee conformance, compliance, cost-effectiveness and industry best practice.

Detailed Depiction

Design and actualize criticism collection components for all ground and computerized service/products counting third party ground benefit providers

Analyze client input collected and produce period administration report along with noteworthy items

Plan, execute and oversee plan service/product quality review child all ground and advanced service/products counting third party benefit suppliers

Conduct benchmarking of services/products of competitors against Kenya Aviation routes services/products and give changes on items and services

Continuously audit measures, forms, and methods to distinguish hinderances driving to destitute benefit conveyance and prescribe advancements

Prepare intermittent client service/experience review reports along with remedial activity plans

Establish Key Execution Pointers (KPIs) for all ground and advanced service/products

Prepare intermittent client encounter KPI execution reports on all ground and advanced service/products and display amid standard client involvement administration board sessions.

Identify ground item and benefit quality holes and give direction on how to address them in a convenient way to guarantee productivity and arrangement with best practices.

Use quality observing information administration frameworks in put to compile and track performance.

Solicit and organize secret customers to conduct audits/inspection child KQ’s administrations and compile discoveries for improvements

Plan, arrange and execute KQ’s client benefit culture change programs

Facilitate gatherings among benefit conveyance divisions and others that have a coordinate affect on client involvement to distinguish crevices and execute remedial measures.

Monitor industry best hones in the range of carrier ground and advanced benefit conveyance and item guidelines and prescribe appropriation inside Standards

Continuously screen administrative changes inside the ordered region and arrange with pertinent partners (inner and outside) and facilitate usage for compliance.

Review and compile documentation some time recently and after inside reviews and manage execution of remedial activity plans.

Participate in the survey of Client Encounter approaches and methods as well as changes in the benefit level standards

Job Necessities

Bachelor’s degree in business-related field or its proportionate from a recognized institution.

Diploma in IATA Travel and Tourism.

Minimum of 5 years’ involvement in the aircraft industry with air terminal and deals and ticketing experience.

Certification in Plan and Quality administration frameworks and encounter in operational excellence.

Excellent certifiable information of the Client encounter journey.

Team authority abilities with the capacity to impact emphatically and lock in coordinate and roundabout reports and peers.

Excellent communication, issue fathoming and interpersonal abilities as well as amazing report composing skills.

Must be a individual of verifiable integrity.

External Conclusion Date 14-Mar-2025

Customer Experience Application process