Quality Assurance Executive ***ONLY Emiratis with family book***

Job purpose: The individual will strive to ensure that the key business controls are monitored according to the Quality Assurance Framework. This will include both remote and live monitoring of all customer communication channels including, but not limited to phone, email, online or any other digital methods. Feedback to Quality Assurance Manager on any gaps seen in current frameworks to enable continuous improvement. Be an independent reviewer of quality standards in accordance to the set service standards in the Quality Assurance Framework. Provide coaching to front line employees to improve levels of service delivered. Provide feedback to front line managers on performance of team against quality standards on a regular basis.

Key Responsibilities

Act as an independent source for measuring and reporting on quality, providing insight and recommendations that will be used to drive the quality agenda. Drive performance by providing feedback to Operational Managers and individuals on performance against quality objectives and targets. Implement the quality assurance policies and procedures. Review the implementation and efficiency of the set quality standards. Measure, coordinate and communicate call, email, Whatsapp and frontline quality results against established standards. Identify areas of improvement based on CSAT, NPS and complaints feedback. Devise and implement robust quality assurance activities or processes that put the customer at the heart of all interactions. Design, own and build the quality assurance framework and strategy for key customer contact area such as complaints. Conduct internal sales audit to ensure we are meeting compliance and regulatory requirements. Document audit results, evaluate the findings and implement appropriate corrective actions. Identify training needs and product knowledge gaps. Create training modules for each gap with competency tests. Work closely with the NPS ratings and follow up with any detractors to understand the customer feedback and to bridge any gaps. Conduct complaints investigation, RCA and if required liaise with the customers for closure. Communicate updates with the retail & CC teams. Conduct & participate in Calibration sessions. Ensure that the coaching forms, trackers & audit files are updated and completed in a timely manner. Conduct call evaluations & provide coaching / feedback to the staff. Essential Requirements:You must have a proven track record in managing Quality focused operations. Fluent in English & Arabic. Excellent time management skills. You must have significant exposure to a contact centre environment. Ability to write concise, precise and practical reports. Exposure to data analysis, trend analysis and recommending improvement solutions. Decision making ability acting on your own initiative. Ability to drive performance and achieve results. Good team player. Have a positive mindset, open to learning & adaptive to change.