Contact Centre Training & Quality Specialist

Job Purpose

At Emirates, our retail and contact centres operate globally! Our international teams play a crucial role in representing our brand, and providing our customers with up to date information regarding our range of products and services. Working with our team means that you serve as a primary means of communication and are often a first point of contact for our valued customers!

As Contact Centre Training & Quality Specialist, you need to effectively manage and lead the Contact Centre Training and Quality team to design, develop, implement and evaluate appropriate quality, learning and development solutions to deliver an end-to-end exceptional customer and employee experience. Ensure the training and quality strategy is implemented and in line with overall Retail and Contact Centre (R&CC) strategic goals.

In This Role, You Will

• Lead the Training and Quality team to deliver exceptional customer and employee experience across the contact centres. Identify and review performance goals, competencies and development plans. Manage performance, motivate, engage and develop the team.
• Create, review and evaluate learning and training methods, material and recommend and develop innovative solutions to ensure all training facilitates learning and is engaging, relevant, fit for purpose, effective and adheres to global quality standards. Create programmes to ensure learning is engaging and present throughout the contact centre employee journey across all grade levels, cultures and demographics.
• Set the training standard for the Training and Quality team to follow. Provide relevant criteria to sign off individuals to deliver all content and authorised training programmes and personally deliver training programmes when required.
• Liaise with R&CC head office, Contact Centre management, and Resource Planning teams to schedule training and quality resource and attendee nominations to ensure programmes are developed and delivered in a timely manner to meet immediate, medium, and long-term business needs. Confirm course placements and ensure eligibility criteria are met. Ensure attendance and programme results are recorded in the corporate Learning Management System.
• Ensure quality management is achieved throughout employee and customer journeys within the contact centre teams. Create programmes to engage teams and enable them to understand and deliver on quality goals. Monitor overall performance and provide coaching to leadership teams and consultants when required. Look for areas of improvement and create plans to address either internally or alongside, relevant product owners and stakeholders.
• Foster and develop relationships with colleagues across R&CC and other EK departments such as EKAS, Skywards, CASA, RO and L&T as well as external partners to ensure that quality programmes and learning and development solutions are benchmarked and aligned with latest developments, innovations and industry best practise.
• Project manage new quality and training requirement programmes. Ensure specified criteria are met on time and within budget. Contribute and participate in overall business development and improvement projects and initiatives where required.
• Ensure industry and legislative requirements in relation to training and quality are understood, practised, trained and governed within the team to ensure internal and external regulatory compliance.
• Create and share reports which demonstrate training and quality progress against defined goals to R&CC head office and Contact Centre management teams. Provide programme delivery, management of pre and post trainee contact time and evaluation reports, and share insights with relevant stakeholders.
  
  

Qualification

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

• Bachelor’s degree (12+3 or equivalent) with over 5 years of experience in customer service and call centre operations.
• Experience in Leadership and training role, preferably in a reservations and contact centre environment
• Coaching and people development.
• Training content creation and delivery
• Reservations and ticketing.
• Working knowledge of contact centre procedures and methodology.
• Strong analytical ability and diagnostic and problem-solving skills.
• Ability to communicate, negotiate and influence effectively.
• Training delivery and coaching skills.
• Presentation skills.
  
  

Emirates Group, is an international organisation with employees from over 170 nationalities, we encourage applications from across the globe. Your application journey begins by applying via the Emirates Group Careers website. Please ensure your CV is up to date for our talent acquisition team to review your profile. If you meet the criteria of the role, you will then be invited to complete a HireVue video interview, to share more about your experience and your career aspirations. If you are shortlisted, you will then be invited to interview with our hiring managers. If you are successful, your recruiter will reach out to you with an offer and then our Onboarding team will ensure a smooth transition to your new role at Emirates Group.

Salary & benefits

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.