Quality Officer - dnata Travel

dnata is more than a global air and travel services provider. We connect people with possibilities and opportunities across 130+ airports in 34 countries through ground handling, cargo, travel, and catering & retail services. Our purpose is clear: to deliver on the promises our customers make. We are powered by a bold vision to be the world’s most admired air and travel services provider, which guides our strategy, culture, and every role across our teams. Our core values fuel everything we do: we are safe, we play to win, we respect everyone and work together as a team, and we are future thinking. At dnata, we foster diversity, nurture ambition, and celebrate achievement. If you're inspired by purpose and motivated to be part of a global team shaping the future of aviation and travel, we’d love to have you onboard.

As a Quality Officer in the dnata Global Contact Centre you will, ensure highest level of quality service is delivered to dnata customers consistently within the local and regional Contact Centres (UAE and Middle East). Work with Contact Centre management team in order to ensure development and implementation of quality standards and processes across the Contact Centres. Own the Change Management process for the Contact Centres.

01In this role, you will

• Implement quality criteria, standards and processes to ensure understanding and influence motivation in individuals and teams to achieve the desired quality levels. This criteria, standards and processes will be developed in conjunction with the Call Centre Manger (dnata).
• Work with the Contact Centre management team and other Contact Centre staff to devise and implement quality standards and processes covering all internal and external customer interactions.
• Regularly review agent and contact centre assessment criteria to ensure fit for purpose and in line with commercial objectives. Ensure that any criteria and quality standard documentation is up to date and calibrated across the contact centre using version control.
• Ensure regular quality monitoring is scheduled by the Reservation / Sales Officers and sufficient agent coaching time is being allocated for this.
• Perform regular quality audits within the Contact Centre to ensure calibration of quality standards is being achieved and make recommendations on changes based on the findings of these audits.
• Regularly review quality standards both within the local and regional Contact Centres to ensure consistency in assessment methods and criteria and recommend any required changes.
• Liaise with relevant departments across the business to identify areas for quality improvement internally. Suggest procedure, process or training solutions as appropriate.
• Produce quality monitoring reports and feedback results on trends and coaching opportunities to the Contact Centre management teams and make recommendations based on the findings.
• Identify training needs along with training department and carry our training gap analysis. Work closely with training to develop effective and relevant training plans.
• Be accountable for Change Management within the Contact Centre, both in terms of communicating and implementing quality standards and quality process related changes.

02To be considered for the role, you must meet the below requirements

• Hold a Vocational or Diploma (12+2 or equivalent). 
• Have 3 + years of experience in a customer service or call centre environment. 

03You’ll have an edge, if you

• Have experience in coaching and people development, including delivering feedback and supporting performance improvement. 
• Have experience implementing and managing quality assurance programmes, with knowledge of contact centre procedures and quality methodologies. 
• Have strong analytical, problem-solving and process improvement skills, including process mapping and design. 
• Have effective communication, stakeholder management and influencing skills, with proficiency in Microsoft Office (Word, Excel, Outlook).

Our services on the ground keep the world in the air. We’re one of the largest air services providers in the world, and you’ll find us in over 80 countries offering expertise in ground handling, cargo, travel and flight catering. We’re growing fast, and we’re looking for people with imagination and creativity to join our team of more than 40,000 people. We want potential stars to help us deliver on the promises our customers make.

Join us in Dubai and enjoy an attractive tax-free salary and travel benefits that are exclusive to our industry, including discounts on flights and hotels stays around the world. Find out what it’s like to live and work in our fast-paced, cosmopolitan home city in the Dubai Lifestyle section of our website www.emirates.com/careers