Senior Officer - Service Quality Assurance

Job Description

Assist in undertaking Quality Assurance reviews and preparing reports for each customer interaction aiming to provide the highest quality of services and closing all agreed corrective and improvement actions.

Responsibilities

Core Responsibilities:

• Support to evaluate recorded calls, collect customers feedback and implement corrective plans.
• Update FAQ related to customers in a regular basis.
• Record all service details in CRM system.
• Support the quality team in the delivery of recertification of ISO 9001, ISO 10002 with completing of previous agreed actions related to previous internal or external audit.
• Follow up customer participation rate in surveys and highlight engagement issues for attention.
• Organize training programs for the unit and other business unit in line with latest quality assurance requirements and results.
• Maintain companywide policies and procedures in a regular basis to establish whether regulatory changes have been applied.
  
  

Qualifications

Educational and Technical Qualifications:

• High School Graduate
  
  

Language Skills:

• Excellent English. Arabic is an added advantage
  
  

Years of Experience:

• 2-4 years of experience in a similar role
  
  

Nature of Experience:

• Experience in Quality Assurance environment with Call Center.
• Well versed with local regulations, systems, concepts and best practices.
• In-depth knowledge of quality management system (QMS) procedures
• Planning and organizing skills.
• Report writing skills.
• Time Management skills.
• Attention to Detail.
• The ability to maintain a high level of accuracy while entering data is essential.
• Understanding basic mathematical concepts can be important for tasks involving numerical data.
• Skills in organizing and managing tasks efficiently, especially when dealing with large volumes of data.
• Good written and verbal communication skills may be required, especially if the role involves collaboration with other team members or departments.
• Understanding the importance of data security and confidentiality.
• Ability to identify and address data-related issues effectively.
• Familiarity with any industry-specific data entry software or tools relevant to the job.
  
  

About Us

AD Ports Group

A Global Player

Through organic growth and partnerships, AD Ports Group has developed over the years into an integrated premier enabler of trade, industrialisation, and economic diversification. Established by Emiri Decree and owned by ADQ, one of the region’s largest holding companies with a broad portfolio of major enterprises spanning key sectors of Abu Dhabi’s diversified economy.

AD Ports Group is committed to building elite trade and logistics propositions. As trade has grown, so have we. Today, we are an integrated business across 5 clusters – Digital, Economic Cities & Free Zones, Logistics, Maritime, and Ports connecting global maritime routes and international trading partners.

About The Team

We offer exciting opportunities to people from different backgrounds and nationalities through internal career advancement programmes. Once a member of our staff, you have the chance to grow horizontally and vertically throughout your career journey with us.

“We are proud to be the first organization from the Middle East region to receive the prestigious Investors in People (IIP) Platinum accreditation.”

Find more about us here .