Quality and Training Coordinator (Contact Centre)

Job description / Role

We are looking for a Quality and Training Coordinator to work within our Qatar Airways Customer Contact Centre located in Doha, Qatar.

As a Quality and Training Coordinator you will be responsible for ensuring continuous training of employees based on the organizational and individual needs. You will be working closely with the operational and training departments to improve procedures.

Specific responsibilities:

- Training of new hires on various services and products such as reservations and ticketing, frequent flyer program, e commerce, baggage services
- Coaching new and existing staff
- Support new hires during training, bridge and during initial stages of production
- Assist in the identification of training needs
- Designing and developing relevant training modules and providing feedback on the performance of the group and individual trainees.
- Assist the Quality team in call monitoring and provide feedback to agents when required.
- Plan and conduct regular refresher trainings
- Assist in training effectiveness measurements
- Conduct regular briefings for agents on new products and services, or changes to existing procedures.

Requirements

To be successful for this role you must hold a Bachelor’s degree with minimum 2 years of job-related experience. You must have good training delivery experience and solid experience in reservations and ticketing, ideally within a coaching or training capacity.

You must be self-motivated, an excellent problem solver and have an intense customer service focus. You should also have the ability to facilitate organizational change and become involved with strategic planning.

About the Company

Qatar Airways is proud to be one of the youngest global airlines to serve all six continents, and thanks to our customers’ response to our offerings, we are also the world’s fastest-growing airline. We connect more than 150 destinations on the map every day, with a fleet of the latest-generation aircraft, and an unrivalled level of service from our home and hub, the Five-star airport, Hamad International Airport in Doha, the State of Qatar.

Travel today involves a mix of short, medium and long-haul segments, with more people travelling than ever before. With the breadth of network coverage today, virtually no destination is unreachable. This is why the commitment to service is paramount; as our guests are travelling farther and more frequently than ever before, the experience on board is an important part of the journey itself.

Since our launch in 1997, Qatar Airways has earned many awards and accolades, becoming one of an elite group of airlines worldwide to have earned a 5-star rating by Skytrax. Voted Airline of the Year by Skytrax in 2011, 2012, 2015 and most recently in 2017, Qatar Airways has won the confidence of the travelling public. We have accomplished these goals by focusing on the details – how we run the business, and how you experience our airline.