Customer Experience – Senior Quality & Training Officer (Contact Center DOH)

Company: Full Time Qatar Airways
  • Location: Doha, Qatar View on Map
  • Date Posted: January 23, 2023
  • Salary: Negotiable
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About the job

About The Role

We are currently recruiting for Senior Quality and Training Officer for Customer Contact Centre in Doha, Qatar.

The role is responsible to manage the implementation of QR Customer Contact Center quality and training standards. You will be responsible for the local analysis of quality results and production of reports on Key Performance Indicators, as well as for the development of measures and methods to ensure the quality aims. You will implement effective quality assurance initiatives; assist in achieving continuous qualitative improvement in service delivery through all customer’s contact channels. You will provide support and advice Contact Center Managers on quality and training needs and requirements.

Specific Responsibilities For The Role Include

  • Analyze existing training courses and sick to standardize all training with a particular focus on effective induction and onboarding training for new recruits.
  • Develop a training database and ensure compliance with all training requirements at the location level.
  • Introduce new training methodologies Including Web base Training, Computer-based Training and E-learning.
  • Analyze requirements for compliance training including data protection and dangerous goods.
  • Assist in developing and introducing quality assurance standards at European Contact Center and across the network.
  • Provide trend data to site management and global CC management by performing quality monitoring to highlight performance gaps.
  • Create local quality action plans and track their progress to ensure constant quality improvement.
  • Identify areas of development and improvement and make suggestions to support KPI.
  • Identify prevalent trends and recommend immediate resolution techniques.
  • Prepare quality summary by analyzing internal and external quality reports to highlight performance gaps.

About You

To be successful in the role, you must have the following qualification and skills:

  • Bachelor’s Degree or equivalent, having minimum 5 years of job-related experience
  • Should have an Airline Contact Centre experience
  • Excellent written and spoken English.
  • Previous experience in training delivery for groups of 10 and more
  • Development of training concepts
  • Should have leadership skills, strong mentoring and coaching skills
  • Ability to delegate work set clear direction and manager workflow
  • Ability to work under pressure and achieve results with short lead times.
  • Strong interpersonal and organization skills, ability to work within defined procedures.
  • Strong leadership qualities including delegation of authority & taking initiatives

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