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Website dnata
Job Description:
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 Responsibilities:
- 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.
- 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.
- Be accountable for Change Management within the Contact Centre, both in terms of communicating and implementing quality standards and quality process related changes.
- 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.
Job Requirements:
- Strong analytical ability and diagnostic and problem solving skills.
- Ability to communicate, negotiate and influence effectively.
- Knowledge of contact centre procedures and methodology.
- PC based skills to operate Visio and Windows packages such as Microsoft Word / Excel / Outlook.
Qualification & Experience:
- Customer Service.Call Centre : 3+ Years
- Vocational or Diploma (12+2 or equivalent)
- Experience in Coaching and people development Implementation and management of a quality development programme.
Job Details:
Company: dnata
Vacancy Type: Full Time
Job Location: Dubai, UAE
Application Deadline: N/A
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