Quality & Training Supervisor

ROLE DESCRIPTION

Disclaimer: This role description reflects the general details considered
necessary to describe the principal functions of the role identified and shall
not be construed as an exhaustive description of all the work requirements
inherent in the job.

Title:

Job Category:

Quality and Training Supervisor

Marketing

Seniority Level:

Location:

UAE

Division/Department:

Career Level:

Shopping Malls - Marketing

Senior Admin

Reporting to:

Supervising (if applicable):

Associate Manager, Customer Service

No

Role Purpose:

Responsible for the design and delivery of the Customer Service Quality
Management System and Training modules. Working with Customer Service teams
(Mall and Contact Centre) to ensure all staff members are delivering smooth,
efficient and consistent best practices of the functions of all Customer
Service touch points.

You will be responsible for developing complete Quality Assurance & Training
programs that will elevate the customer experience, and foster a "quality
culture," in which all employees become actively engaged in guaranteeing
service quality throughout the customer journey.

Role Details - Key Responsibilities and Accountabilities:

• To plan, develop and deliver departmental training plans post identifying training needs through ‎360-degree evaluation of team's performance. Conduct post training analysis to ensure training goals achieved.


• To plan and conduct periodic Quality, Operational Performance Plan (OPP) and Performance assessments for both Mall and Contact Centre teams, to ensure full compliance with the set processes and Standard Operating Procedures.


• To deliver feedback through one-to-one coaching sessions, highlighting areas of development and align with the Customer Service Supervisor on the action/development plans to improve overall performance.


• Assist the Customer Service Manager in developing, amending and updating the Customer Service KPI's, Processes and Procedures.


• To manage the Customer Service Knowledge Base and consistently perform audits and quality checks on the data received from Mall teams.


• To manage the Mystery Shopper program by reviewing and approving the assessments conducted by the 3rd party vendor and including the findings in the performance cycle.


• To manage all non-Mall related complaints logged through all channels and ensure closure with the set SLA and to the Customer's satisfaction. Audit logged complaints to ensure accurate data capturing, proper investigation and documentation of complaints as per the approved complaint process and SOP.


• To continuously audit the NPS end to end process and plan the call-back execution with the Contact Centre team. To support the Mall teams with analysing common trends and sharing best practices across Malls.


• To plan, prepare and review ‎3 month rolling transactional forecast and report the same to the Mall and Contact Centre teams to plan their operations accordingly.


• To prepare periodic findings reports and escalate any inconsistency or irregularity to the relevant team's Supervisor and the Customer Service Manager to develop action plans and timelines to rectify the findings.

Personal Characteristics and Required Background:

Minimum Qualifications/education
* Bachelor's degree in Business Administration / Marketing or equivalent.
Minimum experience
* A minimum of ‎5 years' experience in quality and/or training fields in a customer service environment.
* Proficiency in English language is a must (written & spoken), secondary language (Arabic) is preferred.
* ISO ‎9001, COPC and/or ‎6-Sigma certification is preferred.
* Strong knowledge of training best practices and techniques.
* Proficiency in using Microsoft Office applications.