QUALITY OFFICER

Job Purpose: 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.
Job Outline: 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 Manger (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.
Qualifications & Experience: Vocational or Diploma (‎12+‎2 or equivalent) :
Experience: Customer Service.Call Centre : ‎3+ Years Experience in Coaching and
people development Implementation and management of a quality development
programme. Process design and mapping. Knowledge/skills: Knowledge of contact
centre procedures and methodology. Strong analytical ability and diagnostic
and problem solving skills. Ability to communicate, negotiate and influence
effectively. PC based skills to operate Visio and Windows packages such as
Microsoft Word / Excel / Outlook.
Salary & Benefits: Join us in a management role and enjoy an attractive tax-
free salary. On top of our generous travel benefits, including discounted
flights and hotel stays around the world, this managerial role also has an
excellent leave and healthcare package. That's on top of transport benefits,
life insurance and more.