About Us
Swvl is the global leading technology company in the mass transportation market. We are a fast-growing data-driven company that is disrupting the public transportation market on multiple continents making people’s lives better on a daily basis. We are a fast-growing data-driven company that is disrupting this specific market in multiple continents making people’s lives better on-a-daily basis in 12 countries and 22 cities, with the ambition to spread wings far and beyond. We have recently signed a $1.5bn business combination agreement with Queen’s Gambit Growth Capital to go public on Nasdaq.
Swvl is a revolutionary idea that was born from passion, loyalty, and persistence to face all challenges on the table, Swvl is not just a means to facilitate commuting, but a hunger to strive for solutions, encourage the contribution of youth in innovation, and inspire change. Swvl has a positive, diverse, and supportive culture—we look for people who are curious, inventive, and work to be a little better every single day.
About the Role
SWVL is looking to hire a Global Operations Manager to be a part of the Global Central Operations team based out of Dubai, UAE. This role is responsible for defining what constitutes an effective customer service experience and implementing programs to identify deviations from this ideal and defining programs to remedy the identified improvement areas. You should aim to generate a continuous stream of high-value insights on agent opportunities, service design gaps, and even product defects to elevate Swvl’s customer service standards across all the markets that Swvl operates in.
What You'll be doing
- Lead and provide guidance to the quality assurance functions across all the markets that Swvl operates in with the aim of enhancing customer service quality levels
- Liaise with various lines of businesses and regions to calibrate quality audits, implement best practices and drive performance improvements
- Provide support in setting up QA process for new market launches
- Proactively project manage initiatives for quality improvement and process optimization
- Develop quality evaluation methodologies to detect, diagnose, and remediate any issues that inhibit customer satisfaction
- Deep dive and analyze to find trends and root causes of errors to give insights back to the business to remedy areas of improvement
- Provide quality intelligence to help Swvl managers optimize support logic and insights to the training team to bridge the knowledge gap
- Collect and present data to management and Swvl leadership in reports and weekly business reviews
- Lead diligence and engagements to uncover customer pain points across all markets
- Use a combination of quantitative and qualitative information to help Swvl leadership and different country stakeholders understand how “customer obsession” can be delivered in all our service touchpoints
- Stay current with industry-standard methodologies and frameworks of quality assurance / quality audit that can be applied to Swvl’s customer service operation and drive continuous improvement to customer outcomes
What You'll bring to the team
- Exhibit all the core principles of being a Swvler
- Relevant BSc/MSc or an equivalent professional qualification
- 4+ years of experience in customer service facing quality assurance, quality audit, service design, service quality, or consulting functions
- Strong communication and interpersonal skills
- Strong program/project management skills
- Excellent attention to detail, process and execution excellence
- Any relevant quality assurance / six sigma / lean operations certifications would be an added advantage
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