Quality Assurance Manager - AF Motors - HO

Job description / Role

Al-Futtaim Automotive occupies the pre-eminent position of the largest distributor of automotive products in the Emirates, and leads the rapid development of automobile business in the UAE, while continuing to contribute to their brands worldwide growth.

Today, Al-Futtaim Automotive is synonymous with brands such as Toyota, Lexus, Honda, Jeep, Dodge, Chrysler and Volvo which enjoy undisputed leadership in the UAE in terms of the largest number of vehicles on the road. We also hold exclusive franchises for some of the world's top automobiles and automotive products like Hino - Japan's leading heavy-duty vehicle manufacturer, Toyo & Chen shin/ Maxxis tyres, GS & Panasonic batteries as well as the franchises for Hertz Rent-a-car - the world's largest rental and leasing company and FAMCO heavy goods Machinery.

Al-Futtaim Motors occupies the pre-eminent position of the largest distributor of automotive products in the Emirates, and leads the rapid development of automobile business in the UAE, while continuing to contribute to Toyota's worldwide growth.

Today, Al-Futtaim Motors is synonymous with Toyota and Lexus, which enjoy undisputed leadership in the UAE in terms of the largest number of vehicles on the road. Besides Toyota, we also hold exclusive franchises for some of the world's top automobiles and automotive products like Hino - Japan's leading heavy-duty vehicle manufacturer, Toyo & Chen shin/ Maxxis tyres, GS & Panasonic batteries and many more.

Reports to: Call Center Manager / Customer Care Manager
Direct Reports: Quality Assurance supervisors
Department: Customer Relations Department
Location: Toyota-ZSR

We are currently looking to recruit a highly enthusiastic Quality Assurance Manager to join our team in Dubai. Reporting to the Customer Care Manager.

JOB PURPOSE:
The purpose of the Call Center QA Manager is to manage, develop and lead the Quality Assurance (QA) team to achieve targeted goals and initiatives that impact the customer experience. The manager is responsible for developing and implementing monitoring standards and providing feedback to associates and management to improve quality. This person leads quality initiatives by determining business needs derived from root cause analysis of quality and complaint data, analyzing information, providing recommendations, and working to implementing change for existing and new call center process and procedures.

Description

* Responsible for the development, implementation, documentation, monitoring of quality assurance programs. Including monitoring systems management from a user standpoint as it relates to the systems used to capture and record calls.
* Manages all quality monitoring and complaint records, reports, and analysis, ensuring that they are complete, accurate and prepared on time.
* Accomplish business objectives by gathering quality monitoring and VOC results making recommendations for the business plan, preparing information for monthly progress and quarterly reviews, and preparing and completing action plans and assignments
* Identifies changes based on business needs to call monitoring requirements in consultation with business leaders, clients, and supporting staff. Drives the changes to implementation
* In consultation with superior and subordinate supervisory personnel, as appropriate, develops short- and long- term goals and plans for area of responsibility.
* Formulates policy for area(s) of responsibility and secures appropriate approvals. Develops and administers procedures necessary to implement approved policy and provides the overall direction necessary to ensure the delivery of efficient and effective area services
* Develops function-specific orientation and training programs for area personnel. Establishes standards for effective job performance and evaluates subordinates according to such standards. Delegates these responsibilities to supervisory personnel as appropriate.

Requirements

SPECIAL SKILLS AND ABILITIES REQUIRED:

* Analytical skills
* Communication / Interpersonal skills
* Organizational skills

EXPERIENCE:

* 5+ years customer service experience (which would have included at least 2 years of customer interaction over the phone) and 3+ years management experience
* Experience in planning and managing Quality Assurance in a call center environment
* Experience with Change Management efforts at the program and project level
* Strong communication skills, demonstrated through past experience and results.
* Demonstrated ability to work successfully in complex and emerging business and project areas with areas of gray.
* Demonstrated ability to appropriately challenge and push for results
* Process mapping experience
* Supervision of QA function in a call center or customer service center environment

COMPETENCIES:

* Influence management positions without direct authority
* Ability to work independently with high credibility
* Mastery of interpersonal skills to drive change without direct authority in a win/win framework.
* Strong communication skills with Sr. Management
* Strong analytical skills, with the ability to create simple but compelling call to action based on the data
* Ability to appropriately challenge and push for results

About the Company

Established in the 1930's, the Al-Futtaim Group initially operated as a trading enterprise. Rapid development throughout the 1940's and 50's saw it establish itself regionally as an integrated commercial, industrial and services organisation, positioning itself one of the leading business houses in the lower Gulf region. Today, it operates collectively over 40 companies bearing the Al-Futtaim name, dominates many market segments in the UAE, and has expanded its sphere of operation to include Bahrain, Kuwait, Qatar, Oman and Egypt.

The Group comprises a diverse range of strategically positioned operating subsidiaries and associate companies, structured to give the Al-Futtaim Group the flexibility and versatility to keep ahead of local competition while keeping pace with the ever-evolving global business scenario. The Groups continued investment in world-class systems technology is clear evidence of its commitment to maintain leading edge performance and service delivery.

The success of the Al-Futtaim Group can be attributed to a business approach that combines the ability to change with the traditional values of integrity, service and social responsibility that define its core business philosophy. This, linked with the Groups belief in decentralisation, gives the heads of the operating companies a high degree of functional autonomy and authority, providing the Group with essential flexibility, and individual employees a clearly defined work culture and sense of responsibility.