Job Description:

Assists in developing, implementing and monitoring the quality performance measures for the contact center team ensuring continuous improvement in service delivery in line with Standard Quality Manual and adopted policies and procedures. Maximizes qualitative productivity, identifies gaps and recommends solutions that serve to enhance customers’ experience and increase sales.

Job Responsibilities:

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 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.
Assists in Identifying areas for improvement; recommends development plans and training courses to the management and HR.
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.

Job Requirements:

Proven skills in enhancing performance, achieving targets and increasing sales.
Capable of training and coaching individuals and groups on the best practices.
Capable for analyzing data, identifying pitfalls and recommending cost-effective solutions.
Capable for contributing to and implementing function-related policies, procedures and action plans.
Cost-oriented, possesses effective persuasive, negotiation, problem solving and decision making skills.

Qualification & Experience:

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.
Quality Assurance/ISO Lead Assessor certificate is a plus.
Bachelor degree in Management/ Administration or equivalent.

Job Details:

Company: Air Arabia

Vacancy Type: Full Time

Job Location: Sharjah, UAE

Application Deadline: N/A

Apply Here

Jobarabic.com

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