Quality Assurance Analyst_Dubai
Company:
Kuoni Global Travel Services
The Quality Assurance Officer is responsible for reviewing and auditing cases, email and telephone interactions along with reviewing and investigating customer survey responses for the Call as well as contact Centre. The officer will also be responsible for facilitating calibration/group sessions regarding our quality program. A Quality Assurance officer is responsible for identifying areas of service improvements and developing programs that improve the overall quality of the customer’s call/case experience when interacting with the Call/contact centre. The Quality Assurance officer is responsible for the overall quality of the customer interactions, making improvement recommendations to the Quality Assurance Manager and monitors the result of stated recommendations.
Knowledge, skills and experience
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The Quality Assurance Officer is responsible for reviewing and auditing cases, email and telephone interactions along with reviewing and investigating customer survey responses for the Call as well as contact Centre. The officer will also be responsible for facilitating calibration/group sessions regarding our quality program. A Quality Assurance officer is responsible for identifying areas of service improvements and developing programs that improve the overall quality of the customer’s call/case experience when interacting with the Call/contact centre. The Quality Assurance officer is responsible for the overall quality of the customer interactions, making improvement recommendations to the Quality Assurance Manager and monitors the result of stated recommendations.
Knowledge, skills and experience
- Bachelor’s degree or equivalent business experience required.
- Experienced with Service force and Avaya telephony required.
- Experience on taking client/customer calls and handling cases
- 2 to 5 years experience in customer service and/or business process required.
- Excellent email writing skills, specific to client/customer facing interactions.
- Experience in coaching and training individuals or groups required.
- Ability to negotiate change across organizational/firm boundaries and influence others outside of own work group.
- Adept at networking and building relationships with all levels of management and staff.
- Excellent written, verbal, analytical and communication skills.
- Demonstrated ability with the design and application of innovative ideas, developing creative solutions and motivating a team to share knowledge and complete tasks on time.
- Ability to work in virtual team environment.
Personal Characteristics:
- A clear communicator who is ambitious, hardworking and independent minded.
- A bright, quick, pro-active decision maker with strong people inflencing skills
- Coaching and training skills
- Good listening ability.
- Must be a self starter with high energy, willing to work the necessary hours (within reason) to deliver projects within a global, 24-7 Business.
- Hands-on, willing to roll up sleeves and to engage at the front line on a regular basis.
- People management skills
- Strong analytic and reporting skills
- Delivering to stretching targets
- Managing conflicting priorities
Core competencies:
Customer Focus
Ensure Quality output always have key customer requirements detailed (internal or external), and that any solutions to be implemented clearly align to these.
Delivering Results
In light of the levels of inconsistent output Quality between teams the candidate will demonstrate clear ability to improve Qualiy against these constraints leveraging and influencing stakeholders to drive success.
Embracing Change
Be a role model as a key Quality assurance change agent demonstrating leading behaviours in dynamic and changing situations as a challenge. Recognises the importance of flexibility and applies rules flexibly where appropriate.
Teamwork and Collaboration
Collaborate constructively by sharing knowledge, experience and information to reach consensus and organisational goals, includes showing respect and confidence within the team. Demonstrates effective communication skills. An ability to support the constructive engagement of internal partners – working vertically and horizontally across the organisation in a diverse, multi-region environment - to a common cause through developing an understanding of their requirements and concerns, developing mutually beneficial solutions and proposals and articulating a consistent and clear vision.
Motivating and Developing Others
Provides frequent feedback and coaching to others. Attracts, develops and engages a high performing team and provides direction that clarifies expectations.
Managing Performance
Align individual and team’s objectives with organisational goals and business strategy and take actions to achieve them.
Ensure Quality output always have key customer requirements detailed (internal or external), and that any solutions to be implemented clearly align to these.
Delivering Results
In light of the levels of inconsistent output Quality between teams the candidate will demonstrate clear ability to improve Qualiy against these constraints leveraging and influencing stakeholders to drive success.
Embracing Change
Be a role model as a key Quality assurance change agent demonstrating leading behaviours in dynamic and changing situations as a challenge. Recognises the importance of flexibility and applies rules flexibly where appropriate.
Teamwork and Collaboration
Collaborate constructively by sharing knowledge, experience and information to reach consensus and organisational goals, includes showing respect and confidence within the team. Demonstrates effective communication skills. An ability to support the constructive engagement of internal partners – working vertically and horizontally across the organisation in a diverse, multi-region environment - to a common cause through developing an understanding of their requirements and concerns, developing mutually beneficial solutions and proposals and articulating a consistent and clear vision.
Motivating and Developing Others
Provides frequent feedback and coaching to others. Attracts, develops and engages a high performing team and provides direction that clarifies expectations.
Managing Performance
Align individual and team’s objectives with organisational goals and business strategy and take actions to achieve them.
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