Job closed
Ref: HP698-11498
Job description / Role
We are currently looking to recruit a Quality Assurance Manager to work within Al-Futtaim Motor's contact Centre in Dubai. This role reports into The Customer Care Manager and has two direct reports.
The purpose of the Quality Assurance (QA) Manager is to manage, develop and lead the 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, analysing information, providing recommendations, and working to implementing change for existing and new call centre process and procedures.
Requirements
You will have a minimum of 5 years Customer Service experience of which 2 must be with customer interaction over the telephone. This is a managerial role and therefore you will need to be able to demonstrate 3 years experience within a managerial role in a similar environment. You will have experience in planning and managing Quality Assurance within a contact centre environment and will have experience with Change Management efforts at both program and project level.
You will be a proactive person with the ability to work independently with high credibility. You will have the ability to appropriately challenge and push for results and will have the required interpersonal skills to drive change without direct authority. You will have an analytical mind with the ability to create simple but compelling call to action based on the collated data.
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.