Service Quality Coach

Department: Wireline Logging

Location: Kuwait

- The position requires working long hours when needed and the ability to effectively handle challenging situations.

- Maintain quality reports at agent /team/program level.

- Provide written/verbal feedback [CSAT & Quality Monitoring] to agents and tracking agent's performance on all completed monitoring sessions.

- Perform CSAT (Quality of Service) analysis [Verbatim Categorization & Case research] on agent /team/program level.

- Know & understand operational KPIs, ability to drive them through Quality.

- Active participation in internal and external calibrations.

- Preparing training materials for buzz sessions, quality breaks. Conducting Quality breaks, buzz sessions, up trainings and agent round tables.

- Responsible and accountable for overall service quality in the base by implementing plans and processes to improve the service quality indicators

- Coordinate the efforts of operations and maintenance staff and will enforce policies and standards set by the wireline operational organization

- Ensure implementations of systems to support the improvement of Service Quality and Delivery.

- Communicate country's standards for KPIs (Key Performance Indicators) and define service quality improvement action plans geared to enhance safety, quality & efficiency both at the wellsite and the field locations

- Formulate and Implement plans to rationalize existing equipment to the standards

- Systematic monitoring and implementation of a system in the base that will ensure that:

- All failures are entered, followed-up and closed,

- All assets/equipment are available and reconciled with physical count,

- Usage of Preventive Maintenance procedures and follow-up

- Participate in the Operations audit process and responsible for closure of the audit action items

- Encourage the HSE culture over the personnel working in the base

- Ensure that all radioactive sources are current and accounted for and that wipe tests are up to date as per local regulations

- Adherence to Company policies

- Regularly visit locations to review progress on technical issues

- Provide support in the field when is needed

Qualifications :

Formal Qualifications & Certification :

- Bachelor's degree in engineering

- At least 8 years working experience as Field Engineer

- Strong knowledge of Open and Cased hole services

Specific Skills / Training & Competencies :

- Communication skills, able to conduct meetings with large amount of attenders

- Computer skills (Microsoft Office)

- Able to work under pressure

- Be able to trouble shoot tools and equipment problems involving the manufacturer when needed

- Good written and reading ability and oral understanding of English

- Organizational skills

Attitude & Behavior :

- Cooperative, Team Efficient, Respectful.

- Manage time and resources through prioritization of tasks given Supervisory

- Direct: Liaise with people from diverse cultural and racial backgrounds