Sr. Analyst/Process & Service Design

Job Description

Reporting to the Sr.

Manager

Process & Service Design, Create and maintain high-quality, accurate, and up-to-date content for the company's knowledge base. This content will be used by internal teams (such as customer service representatives) and potentially external customers to troubleshoot problems, learn about products and services, and understand company policies.

Responsibilities

• Author clear, concise, and intuitive content related to Etisalat's products, processes, and policies
• Ensure adequate documentation of all product and service parameters, including pricing, business rules, and FAQs
• Communicate all new products, services, promotions, and marketing campaigns to customer care management
• Act as a Knowledge Management SPOC (Single Point of Contact) and liaise with key stakeholders from Marketing and other Etisalat units (Sales, Engineering...)
• Assess and address customer care advisors' and team leaders' knowledge inquiries and clarifications
• Constantly assess the accuracy of searches in Compass and inject relevant keywords and tags into articles to improve search results
• Analyze key Knowledge reports and identify opportunities to drive readership and overall satisfaction with Compass
• Lead focus groups with advisors and team leaders and perform side-by-side call listening to identify and drive improvements to the knowledge base.

Qualifications

Bachelor/Diploma in Business Management

• 2-3 years of experience