Risk Management Associate

13 hours ago


Kuwait City, Al Asimah Alghanim Industries Full time
Company Overview:
  Alghanim Industries is a renowned business in the region, committed to excellence and innovation.

Job Description:
  As a Risk Management Associate, you will play a vital role in ensuring the seamless execution of our communication strategies. Your primary responsibility will be to monitor and analyze the effectiveness of our Interactive Voice Response (IVR) system, specifically in English and Arabic.

Key Responsibilities:
  1. Campaign Monitoring: Track the performance of our IVR campaigns, including metrics such as call volume, abandonment rates, and agent productivity.
  2. Quality Assurance: Monitor agent calls to ensure compliance with established calling scripts and evaluate the quality of interactions with customers.
  3. Customer Feedback: Collect and analyze feedback from customers across various communication channels, including SMS, WhatsApp, and mobile calls.
  4. SMS/WhatsApp Effectiveness: Evaluate the success of our SMS and WhatsApp-based campaigns, focusing on engagement rates, conversion rates, and cost-effectiveness.
  5. Field Visit Tracking: Coordinate and track field visits by our agents, ensuring timely follow-ups and effective issue resolution.
  6. Liaisoning: Collaborate with external agencies to facilitate smooth communication and issue resolution.
  7. Fresh Chats: Handle customer complaints and inquiries, providing timely and effective resolutions.
  8. Skipper Flagging: Independently verify skipper flagging information from PACI and MOI websites, ensuring accuracy and consistency.
  9. Customer Follow-up: Provide regular feedback to supervisors on customer interactions, highlighting areas for improvement.

Required Skills and Qualifications:
  * Strong analytical and problem-solving skills
  * Excellent communication and interpersonal skills
  * Ability to work independently and as part of a team
  * Proficiency in Microsoft Office applications
  * Familiarity with IVR systems and CRM software

Benefits:
  We offer a competitive salary package, opportunities for career growth, and a dynamic work environment.

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