Quality Officer - dnata Travel

The Emirates Group; Dubai; In loco; AED 180.000 - 260.000; Tempo pieno

Descrizione del lavoro

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.

Competenze

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

Mansioni

• 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.

Conoscenze

Coaching

People development

Analytical thinking

Process improvement

Communication

Stakeholder management

Influencing

Microsoft Office

Formazione

Vocational or Diploma (12+2)

Descrizione del lavoro

As a Quality Officer in the dnata Global Contact Centre you will ensure highest level of quality service is delivered to dnata customers consistently within the local and regional Contact Centres UAE and Middle East. Work with Contact Centre management team in order to ensure development and implementation of quality standards and processes across the Contact Centres. Own the Change Management process for the Contact Centres. In this role you will Implement quality criteria standards and processes to ensure understanding and influence motivation in individuals and teams to achieve the desired quality levels. This criteria standards and processes will be developed in conjunction with the Call Centre Manager dnata. Work with the Contact Centre management team and other Contact Centre staff to devise and implement quality standards and processes covering all internal and external customer interactions. Regularly review agent and contact centre assessment criteria to ensure fit for purpose and in line with commercial objectives. Ensure that any criteria and quality standard documentation is up to date and calibrated across the contact centre using version control. Ensure regular quality monitoring is scheduled by the Reservation Sales Officers and sufficient agent coaching time is being allocated for this. Perform regular quality audits within the Contact Centre to ensure calibration of quality standards is being achieved and make recommendations on changes based on the findings of these audits. Regularly review quality standards both within the local and regional Contact Centres to ensure consistency in assessment methods and criteria and recommend any required changes. Liaise with relevant departments across the business to identify areas for quality improvement internally. Suggest procedure process or training solutions as appropriate. Produce quality monitoring reports and feedback results on trends and coaching opportunities to the Contact Centre management teams and make recommendations based on the findings. Identify training needs along with training department and carry our training gap analysis. Work closely with training to develop effective and relevant training plans. Be accountable for Change Management within the Contact Centre both in terms of communicating and implementing quality standards and quality process related changes.

To be considered for the role, you must meet the below requirements:

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

You ll have an edge, if you:

• Have experience in coaching and people development, including delivering feedback and supporting performance improvement.
• Have experience implementing and managing quality assurance programmes, with knowledge of contact centre procedures and quality methodologies.
• Have strong analytical, problem-solving and process improvement skills, including process mapping and design.
• Have effective communication, stakeholder management and influencing skills, with proficiency in Microsoft Office (Word, Excel, Outlook).