Service Quality Officer - Contact Center - Air Arabia
Posted on :
15-02-2024
Employer Active
1 Vacancy
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Job Description
Req ID : 2534408
- Assists in conducting market researches, benchmark, calibration sessions and surveys to identify/implement trends and best practices in service quality management; sets the quality standards based on best practices and business needs to enhance the process flow and working environment.
- Contributes in developing, implementing, and enforcing the Service Quality Assurance Manual that covers policies and operating procedures for the Contact Center activities.
- Provides assistance in suggesting, introducing and supervising enhancements to the Quality Assurance processes and procedures to achieve high quality in productivity that leads to enhancing customers’ experience and increasing sales.
- Supports the Supervisor in guiding, supporting and monitoring the contact center Inbound/Outbound teams’ performance in line with adopted quality standards ensuring policies and procedures are met and adhered to.
- Assists in Identifying areas for improvement; recommends development plans and training courses to the management and HR.
- Contributes in driving the contact center teams to achieve better results in sales and customer service through building a positive environment of trust and motivation as well as competition.
- Applies quality based incentive scheme to maximize productivity and drive the motives of the team.
Employment Type
Full Time
Company Industry
Department / Functional Area
Key Skills
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