Specialist – QA, WFM & Training Operations - UAE National

Adecco

Dubai, UAE

Ref: KP164-947

Job description / Role

Employment: Full Time

The main purpose of this role is to support the call center, this position is to support the team handling high end customer services for V.VIP customers by managing quality, training and WFM activities

This is a hands on role. Candidate will be working alone in a startup working environment, with no processes or systems in place and is expected to roll up their sleeves and a play a key leading role in supporting the company lay down the foundation for establishing the contact center and smart solution operations.
- Design call monitoring framework, quality monitoring sheets and monitors quality standards. This is applicable for all contact types (call and email)
- Design and prepare MIS for senior management team highlighting quality performance and trends
- Track performance at corporate, team and individual level
- Prepare reports and dashboards to track performance across all operational KPIs
- Takes lead on initiatives to engage with customers in order to identify customer needs and expectations.
- Recommend actions, seek approval and implement quality actions to uplift customer experience
- Develop training material, deliver training and certify trainees across the all levels within operations
- Define, Develop and document processes, work instructions and SOP Manuals for the operations team
- Prepare daily, weekly, monthly and quarterly schedules for the operations team(s)
- Measure and monitor adherence to operational schedule
- Measure, monitor and control variances to operational schedule
- Accountable for developing action to enhance the teams’ performance across all KPIs
- Initiate performance improvement plans in coordination with operations lead for team members with continued poor
performance trends across operational KPIs

Requirements

- Bachelor’s Degree
- Additional Certifications (Desirable)
- Five years of call center customer care experience, preferably in a technical environment.
- Minimum 2 Years – Scheduling Experience
- Minimum 3 Years - Quality Management Experience
- Minimum 2 Years – Training Experience
- Strong knowledge of customer care processes and techniques.
- Dedication to providing exceptional customer service
- Demonstrate ability to work well in a team environment.
- Excellent oral, written and interpersonal communication skills.
- Exceptional listening and analytical skills.
- Advanced level of knowledge/expertise with PC hardware and software (Word and Excel).
- Intermediate to advanced level of knowledge with Cyber Security awareness

About the Company

The Adecco Group is the world’s leading talent advisory and solutions company. We proudly make a difference in the working lives of 3.5 million people every year. Our culture is entrepreneurial and inclusive, and we are united by our passion for making a difference in the world of work. We work with over 100,000 organizations in 60 countries, enabling their success. We have 35,000 people working with us across more than 60 countries and territories.

Adecco has been rapidly growing in the Middle East since 2008, developing a substantial footprint throughout the region. We work across 250 different clients, Adecco has more than 62 full time employees, working in 4 offices, servicing all countries across the GCC region. We offer Temporary Staffing, Permanent Placement, Executive Search, Assessments, Visa And Payroll, Outsourcing, PRO Solutions customised as per client requirements. Adecco Middle East Head Office is based in Dubai with a branch at Abu Dhabi.

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