Quality & Training Supervisor, Majid Al Futtaim UAE

Majid Al Futtaim presently has a job opening for eligible candidate for position of a Quality & Training Supervisor in UAE. This job was posted by Majid Al Futtaim on 3rd October 2023 and is now open for all desirous candidates.

Job Purpose of A Quality & Training Supervisor

• Responsible for the design and delivery of the customer service quality management system and training modules.
• Working with customer service teams to ensure all staff members are delivering smooth, efficient and consistent best practices of the functions of all Customer Service touch points.
• Responsible for developing complete quality assurance & training programs that will elevate the customer experience, and foster a “quality culture,” in which all employees become actively engaged in guaranteeing service quality throughout the customer journey.

Duties of A Quality & Training Supervisor

• To plan, develop and deliver departmental training plans post identifying training needs through 360-degree evaluation of team’s performance.
• Conduct post training analysis to ensure training goals achieved.
• To plan and conduct periodic Quality, Operational Performance Plan (OPP) and Performance assessments for both Mall and Contact Centre teams, to ensure full compliance with the set processes and Standard Operating Procedures.
• Assist the Customer Service Manager in developing and updating the customer service KPI’s, processes and procedures.
• Manage the customer service knowledge base and consistently perform audits and quality checks on the data received from mall teams.
• Manage the mystery shopper program by reviewing the assessments conducted by the 3rd party vendor and including the findings in the performance cycle.
• Manage all non-mall related complaints logged through all channels and ensure closure with the set SLA and to the customer’ satisfaction.
• Audit logged complaints to ensure accurate data capturing, proper investigation and documentation of complaints as per the approved complaint process and SOP.
• To continuously audit the NPS end to end process and plan the call-back execution with the Contact Centre team.
• Support the mall teams with analysing common trends and sharing best practices across malls.
• To plan, prepare and review 3 month rolling transactional forecast and report the same to the mall and contact centre teams to plan their operations accordingly.

Who Can Apply?

Qualification

• Bachelor’s degree in Business Administration / Marketing or equivalent.

Experience

• Minimum of 5 years’ experience in quality and/or training fields in a customer service environment. 

Certification

• ISO 9001, COPC and/or 6-Sigma certification is preferred.

Skills & Knowledge Desired

• Proficiency in English language is a must (written & spoken), secondary language (Arabic) is preferred.
• Strong knowledge of training best practices and techniques.
• Proficiency in using Microsoft Office applications.

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