Service Quality Officer

Job description / Role

- Undertake and conduct customer service audits to monitor consistent quality standards across the end to end customer experience as planned on the on-going basis
- Act as an ambassador in promoting the Metro and Tram, as and when required
- Compile comprehensive customer service reports and provide recommendations to deliver a best in class service
- Work in shift to undertake the Audits during operational hours
- Support the development, testing, implementation and maintenance of the Service Quality tool
- Support the development of the service quality reports
- Support the Qatar Rail continuous improvement process and programs
- Attend the Customer Service and Operations training if required

Requirements

- College graduate
- Excellent verbal and written communication
- Reporting and monitoring capabilities

The Service Quality Officer will be responsible for the undertaking of service quality audits for Qatar Rail across the end to end Customer Journey. The output of such audits will be used to determine the contractual performance for the delivery of customer service at key customer touch points. Service Quality Officers reports to the Service Quality Performance Manager

About the Company

Qatar Project Management (QPM) is an independent subsidiary of Barwa Real Estate Development Company that provides expertise in Project Management, Design Management, Construction Management, and Contract Administration together with other associated Project Management functions. Established in 2008, QPM is centralized platform for provision of Project Management services to Barwa and Qatari Diar as well as local and international markets. QPM provides these services through an in-house team of highly-skilled, motivated, and qualified professionals supported by state-of-the-art information technology and highly-effective Project Management systems.