Job Description

To manage the performance and productivity of the quality administrators. To develop and implement standards and quality measures to ensure consistently high levels of service quality. Manage the day to day and strategic communication plan to ensure global consistency.

1. JOB ACCOUNTABILITIES LINKED TO OBJECTIVE AREAS (MAXIMUM OF 10) *

• Liaise with relevant departments across the business to identify areas for quality improvement internally. Suggest procedure, process or training solutions as appropriate.
• 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 Global Quality Assurance and Performance Manager
• 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 Quality Administrators 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.
• 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

• Customer Service Call Centre 3+ Years
• Vocational or Diploma (12+2 or equivalent)

Knowledge/Skills

• Degree with a Contact Centre experience, of which at least 2 years should be in a Quality focussed role.
• 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.

Leadership Role:

Yes

Salary & Benefits

Join our growing team and enjoy a competitive remuneration package, discounts on flights and hotel stays. Find out more about working with us in our website www.emirates.com/careers

Skills Required

• Problem Solving
• Quality