Head of CX Assurance & Quality

Description du poste

About the role

At Maroc Telecom, customer experience is a major lever of our transformation and our ambition for service excellence. In this context, we are hiring a Head of CX Assurance & Quality to guarantee, within the CCXO, the excellence and consistency of customer experience across all channels.

You will play a key role in steering quality assurance and customer experience monitoring, working closely with the Care, Network, Digital and Commercial teams. You will help ensure CX standards are met, while coordinating stakeholders and delivering against performance objectives.

Your key responsibilities

● Quality assurance and monitoring: ensure that CX standards, quality requirements and service commitments are consistently met across all channels and touchpoints.

● Root Cause Analysis (RCA): lead root cause analysis of quality non-conformities and complaints, and drive the associated corrective action plans.

● Feedback Loop: structure a continuous flow of audit and mystery shopping results to operational teams and governance bodies.

● Standards and frameworks: define and maintain CX excellence standards and frameworks across all operational departments.

● Cross-team coordination: drive corrective action plans with the Care, Network, Digital and Commercial teams in the event of deviations from quality standards; facilitate workshops to share quality results and solve problems.

● Communication and reporting: track key indicators (CX Quality Score, First Contact Resolution, SLA Compliance, CX Standards Compliance).

● Monitoring, agility and continuous improvement: track the evolution of quality best practices and promote a culture of continuous improvement in the field.