Quality Assurance Lead – Global Contact Centre

The Emirates Group; Dubai; On-site; AED 180,000 - 260,000; Full time

Job summary

The Emirates Group is seeking a Quality Officer for the dnata Global Contact Centre in the UAE. You will ensure the highest level of quality service across local and regional contact centres, developing and implementing standards and processes with the management team.

You will own the Change Management process, monitor quality criteria, and coordinate with training to close gaps. Regular audits and reporting will drive continuous improvement across the contact centres.

Qualifications

• Requires a Vocational or Diploma (12+2) or equivalent.
• Minimum 3+ years of experience in customer service or call centre environment.

Responsibilities

• Develop and implement quality standards and processes across UAE/Middle East Contact Centres.
• Own Change Management for the Contact Centres.
• Produce quality monitoring reports and feedback on trends and coaching opportunities.

Skills

Coaching

People development

Analytical thinking

Process improvement

Communication

Stakeholder management

Influencing

Microsoft Office

Education

Vocational or Diploma (12+2)

Job description

The Emirates Group is seeking a Quality Officer for the dnata Global Contact Centre in the UAE. You will ensure the highest level of quality service across local and regional contact centres, developing and implementing standards and processes with the management team.

You will own the Change Management process, monitor quality criteria, and coordinate with training to close gaps. Regular audits and reporting will drive continuous improvement across the contact centres.