Service Quality Officer - French Speaker

Job Description: Service Quality Assistant

Job Purpose:
Assist in developing, implementing, and monitoring quality performance measures for the contact center team to ensure continuous improvement in service delivery, aligning with the Standard Quality Manual and adopted policies and procedures. Maximize qualitative productivity, identify gaps, and recommend solutions to enhance customers' experience and increase sales.

Key Result Responsibilities:

1. Quality Standards:
- Assist in conducting market research, benchmarking, calibration sessions, and surveys to identify/implement trends and best practices in service quality management.
- Set quality standards based on best practices and business needs to enhance process flow and the working environment.

2. Quality Assurance Manual:
- Contribute to the development, implementation, and enforcement of the Service Quality Assurance Manual covering policies and operating procedures for Contact Center activities.

3. Enhancements to Quality Processes:
- Provide assistance in suggesting, introducing, and supervising enhancements to Quality Assurance processes and procedures.
- Achieve high quality in productivity to enhance customers' experience and increase sales.

4. Performance Monitoring:
- Support the Supervisor in guiding, supporting, and monitoring the contact center Inbound/Outbound teams' performance in line with adopted quality standards.
- Ensure policies and procedures are met and adhered to.

5. Continuous Improvement:
- Identify areas for improvement and recommend development plans and training courses to management and HR.
- Contribute to driving contact center teams to achieve better results in sales and customer service.

6. Incentive Scheme:
- Apply a quality-based incentive scheme to maximize productivity and drive team motivation.

Qualifications:

- Bachelor's degree in Management/Administration or equivalent.
- Quality Assurance/ISO Lead Assessor certificate is a plus.
- Proficient in using technology systems and tools; proficient in Microsoft Office.
- Fluent in French, English & Arabic Languages.

Work Experience:

- 2+ years of related working experience in a similar role in service quality/quality assurance in any service industry, preferably in aviation; experience with a 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 best practices.
- Capable of contributing to and implementing function-related policies, procedures, and action plans.
- Capable of 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 the 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.