UAE Service Quality Officer - Fluent English & Arabic

Job Description

• Assists in conducting market researches, benchmark, calibration sessions and surveys to identify/implement trends and best practices in service quality management; sets the quality standards based on best practices and business needs to enhance the process flow and working environment.
• Contributes in developing, implementing, and enforcing the Service Quality Assurance Manual that covers policies and operating procedures for the Contact Center activities.
• Provides assistance in suggesting, introducing and supervising enhancements to the Quality Assurance processes and procedures to achieve high quality in productivity that leads to enhancing customers’ experience and increasing sales.
• Supports the Supervisor in guiding, supporting and monitoring the contact center Inbound/Outbound teams’ performance in line with adopted quality standards ensuring policies and procedures are met and adhered to.
• Assists in Identifying areas for improvement; recommends development plans and training courses to the management and HR.
• Contributes in driving the contact center teams to achieve better results in sales and customer service through building a positive environment of trust and motivation as well as competition.
• Applies quality based incentive scheme to maximize productivity and drive the motives of the team.

Job Requirements

• 2+ years of related working experience in similar role in service quality/quality assurance in any service industry, preferably in aviation; experience with low cost airline is a plus.
• Proven skills in enhancing performance, achieving targets and increasing sales.
• Capable of training and coaching individuals and groups on the best practices.
• Capable for contributing to and implementing function-related policies, procedures and action plans.
• Capable for analyzing data, identifying pitfalls and recommending cost-effective solutions.
• Cost-oriented, possesses effective persuasive, negotiation, problem solving and decision making skills.
• Employs a balance of technical expertise, and interpersonal relations to execute new initiatives that support company’s objectives.
• Product knowledge: capability of understanding market trends and channelling them leading to effective customer care solutions.
• Demonstrates the ability to contribute and successfully deliver against business strategy and set KPIs.