AirArabia Careers is Looking to Hire Following Staff – Service Quality Officer Job At AirArabia |Sharjah AE
About AirArabia
Air Arabia is an Emirati low-cost airline with its head office in the A1 Building Sharjah Freight Center, Sharjah International Airport.
About Role
Assists in conducting market researches, benchmark, calibration sessions and surveys to identify/implement trends and best practices in service quality management; sets the quality standards based on best practices and business needs to enhance the process flow and working environment.
1- Service Quality Officer
Job Type :- Full Time
Location:- Sharjah, AE
Job Responsibilities
- Assists in conducting market researches, benchmark, calibration sessions and surveys to identify/implement trends and best practices in service quality management; sets the quality standards based on best practices and business needs to enhance the process flow and working environment.
- Contributes in developing, implementing, and enforcing the Service Quality Assurance Manual that covers policies and operating procedures for the Contact Center activities.
- Provides assistance in suggesting, introducing and supervising enhancements to the Quality Assurance processes and procedures to achieve high quality in productivity that leads to enhancing customers’ experience and increasing sales.
- Supports the Supervisor in guiding, supporting and monitoring the contact center Inbound/Outbound teams’ performance in line with adopted quality standards ensuring policies and procedures are met and adhered to.
- Assists in Identifying areas for improvement; recommends development plans and training courses to the management and HR.
- Contributes in driving the contact center teams to achieve better results in sales and customer service through building a positive environment of trust and motivation as well as competition.
Job Requirements
- Bachelor degree in Management/ Administration or equivalent.
- Quality Assurance/ISO Lead Assessor certificate is a plus.
- Capable of using technology systems and tools; proficient in Microsoft Office.
- Fluent in English & Arabic Languages; (Non-Arabic speakers to be considered based on Line Manager’s approval only).
- 2+ years of related working experience in similar role in service quality/quality assurance in any service industry, preferably in aviation; experience with low cost airline is a plus.
- Proven skills in enhancing performance, achieving targets and increasing sales.
- Capable of training and coaching individuals and groups on the best practices.
- Capable for contributing to and implementing function-related policies, procedures and action plans.
- Capable for analyzing data, identifying pitfalls and recommending cost-effective solutions.
- Cost-oriented, possesses effective persuasive, negotiation, problem solving and decision making skills.
- Employs a balance of technical expertise, and interpersonal relations to execute new initiatives that support company’s objectives.
- Product knowledge: capability of understanding market trends and channeling them leading to effective customer care solutions.
- Demonstrates the ability to contribute and successfully deliver against business strategy and set KPIs.
Service Quality Officer Job At AirArabia |Sharjah AE
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