Senior Care Quality Assurance Associate
Careem
Careem is building the Everything App for the greater Middle East, making it easier than ever to move around, order food and groceries, manage payments, and more. Careem is led by a powerful purpose to simplify and improve the lives of people and build an awesome organisation that inspires. Since 2012, Careem has created earnings for over 2.5 million Captains, simplified the lives of over 50 million customers, and built a platform for the region’s best talent to thrive and for entrepreneurs to scale their businesses. Careem operates in over 70 cities across 10 countries, from Morocco to Pakistan.
About the team
Careem is building the Everything App for the greater Middle East, making it easier than ever to move around, order food and groceries, manage payments, and more. Careem is led by a powerful purpose to simplify and improve the lives of people and build an awesome organisation that inspires. Since 2012, Careem has created earnings for over 2.5 million Captains, simplified the lives of over 50 million customers, and built a platform for the region’s best talent to thrive and for entrepreneurs to scale their businesses. Careem operates in over 70 cities across 10 countries, from Morocco to Pakistan.Careem Pay’s purpose is to empower people to lead better lives by simplifying their payment experiences and access to financial services. Its vision is to become the leading digital financial services platform of the region serving consumers, captains and merchants.
As an early-stage start-up within Careem, we are looking to build a team of energized, start-up-minded and ambitious colleagues who are super excited about the massive fintech opportunity in the region.
What you'll do
- 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 resource
- Developing constructive feedback/voice of customer through test calls, work code analysis and spot-checks
- 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 TNAs 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.
What you'll need
• Minimum bachelor’s degree
• A minimum of 3 years of experience in call centre Quality Assurance/L&D
• Good presentation skills
• Able to speak, read and write good English. Understanding Arabic shall 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
What we’ll provide you
We offer colleagues the opportunity to drive impact in the region while they learn and grow. As a Careem colleague you will be able to:
- Work and learn from great minds by joining a community of inspiring colleagues.
- Put your passion to work in a purposeful organisation dedicated to creating impact in a region with a lot of untapped potential.
- Explore new opportunities to learn and grow every day.
- Enjoy the flexibility that comes with the trust of being an owner; work in a hybrid style with a mix of days at the office and at home, and remotely from any country in the world for 30 days a year with unlimited vacation days per year.
- Access to healthcare benefits and fitness reimbursements for health activities including: gym, health club and training classes.
