Quality Assurance Executive ***ONLY Emiratis with family book***

Job purpose:

• The individual will strive to ensure that the key business controls are monitored according to the Quality Assurance Framework.
• This will include both remote and live monitoring of all customer communication channels including, but not limited to phone, email, online or any other digital methods.
• Feedback to Quality Assurance Manager on any gaps seen in current frameworks to enable continuous improvement.
• Be an independent reviewer of quality standards in accordance to the set service standards in the Quality Assurance Framework.
• Provide coaching to front line employees to improve levels of service delivered.
• Provide feedback to front line managers on performance of team against quality standards on a regular basis.

Key Responsibilities:

• Act as an independent source for measuring and reporting on quality, providing insight and recommendations that will be used to drive the quality agenda.
• Drive performance by providing feedback to Operational Managers and individuals on performance against quality objectives and targets.
• Implement the quality assurance policies and procedures.
• Review the implementation and efficiency of the set quality standards.
• Measure, coordinate and communicate call, email, Whatsapp and frontline quality results against established standards.
• Identify areas of improvement based on CSAT, NPS and complaints feedback.
• Devise and implement robust quality assurance activities or processes that put the customer at the heart of all interactions.
• Design, own and build the quality assurance framework and strategy for key customer contact area such as complaints.
• Conduct internal sales audit to ensure we are meeting compliance and regulatory requirements.
• Document audit results, evaluate the findings and implement appropriate corrective actions.
• Identify training needs and product knowledge gaps. Create training modules for each gap with competency tests.
• Work closely with the NPS ratings and follow up with any detractors to understand the customer feedback and to bridge any gaps.
• Conduct complaints investigation, RCA and if required liaise with the customers for closure.
• Communicate updates with the retail & CC teams.
• Conduct & participate in Calibration sessions.
• Ensure that the coaching forms, trackers & audit files are updated and completed in a timely manner.
• Conduct call evaluations & provide coaching / feedback to the staff.

Essential Requirements:

• You must have a proven track record in managing Quality focused operations.
• Fluent in English & Arabic.
• Excellent time management skills.
• You must have significant exposure to a contact centre environment.
• Ability to write concise, precise and practical reports.
• Exposure to data analysis, trend analysis and recommending improvement solutions.
• Decision making ability acting on your own initiative.
• Ability to drive performance and achieve results.
• Good team player.
• Have a positive mindset, open to learning & adaptive to change.