Customer Engagement Executive – Human Capital Group Qatar
- Collect, cleanse, validate, and integrate data from multiple sources (CRM, surveys, IoT, and operational systems).
- Analyze customer engagement data to identify trends, patterns, correlations, and root causes.
- Translate complex data into clear, actionable insights to support decision-making.
- Conduct deep-dive analyses on customer satisfaction, complaints, service efficiency, and engagement performance.
- Support predictive and trend analysis to anticipate customer needs and improve service delivery.
- Develop, maintain, and enhance dashboards covering key metrics (CSAT, NPS, SRs, SLA, conversion, retention).
- Design and manage interactive dashboards using tools such as Power BI or Tableau.
- Present data in a clear, intuitive, and decision-oriented format for different stakeholders.
- Produce accurate and timely weekly, monthly, and executive-level reports.
- Automate recurring reports and improve reporting efficiency.
- Monitor and analyze customer feedback across multiple channels (surveys, complaints, call center, digital platforms).
- Track response rates and recommend improvements to data quality, participation, and customer experience.
- Collaborate with cross-functional teams to ensure data accuracy, consistency, and integration across systems.
- Define, track, and report on KPIs, including SLA compliance and performance of engagement initiatives.
- Identify opportunities for automation and continuous improvement, and support implementation of new tools (e.g., Genesys Cloud) while promoting a data-driven culture.
- Perform any other duties and responsibilities assigned by the Line Manager or Management, in line with organizational priorities and business requirements.
Job Details
| Posted Date: | 2026-04-27 |
| Job Location: | Qatar – Doha |
| Company Industry: | Recruitment & Employee Placement Agency |
