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General information

Name
Training and Quality Officer

Description & Requirements

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 a Training and Quality Officer, you will ensure the highest level of quality and training that delivers end to end results, with Emirates, customers, and staff as the focus. Work with Contact Centre management team and EGHQ to establish, develop and implement innovative quality and training programs and across the network.


In this role, you will:

  • Generic
    • Work with the Contact Centre and EGHQ management teams to devise and implement the network quality strategy covering all internal and external customer interactions.
    • Undertake special projects to enhance customer service, drive revenue and improve productivity.
    • Evaluate post course application of the training provided by monitoring/observing staff in their Contact Centre job role. All such observation to be discussed with the staff and feedback provided in the areas of development. All such post-course action outcome to be reported to the Contact Centre, Retail and RnCC HQ teams.
    • Regularly review agent assessment criteria to ensure fit for purpose and in line with commercial objectives. Ensure that any criteria, quality and training strategy documentation is up to date and calibrated across all Contact Centres.
    • Regularly communicate and create a virtual team with Training and Quality Officers based in all network Contact Centres so as to ensure best practise and knowledge sharing.
    • Identify training needs and carry out training gap analysis to develop effective and relevant training plans. Prepare periodic reports on training interventions designed and deployed and communicate same to Contact Centre and RnCC Management.

 

  • Specific to Quality:
    • Liaise with relevant departments across the business to identify areas for quality improvement internally. Review quality standards across Contact Centres in the EK network to ensure consistency in assessment methods and criteria and suggest procedure, process, or training solutions as appropriate.
    • Ensure regular quality and training monitoring is scheduled and sufficient coaching time allocated within each team. Perform regular quality audits with Contact Centre Team Leaders both within own Contact Centre and across the network, to ensure calibration of quality standard is achieved globally.
    • Communicate quality criteria and strategy to all levels of the contact centre team to ensure understanding and influence motivation in individuals and teams to achieve.
  • Specific to Training:
    • Research, design and develop innovative training methods to engage teams throughout their employee journey.
    • Produce pre-course and distance learning material to better prepare staff, thereby reducing training days and related costs. Ensure that all courses under their supervision are administered and maintained professionally according to company standards.
    • Deliver training and ensure all course are administered properly both in the classroom and on the job, in their respective specialist areas so that the training provided meets competencies identified for staff to carry out their job functions effectively, thereby meeting development goals.
    • Work with the Contact Centre teams to regularly analyse their specific problem areas and, along with the recommendations, design training programmes and monitor the operation until performance is improved to acceptable standards.


Qualification

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


  • Minimum of 3 years at a supervisory level and call centre management.
  • Coaching and people development.
  • Management of a quality development and calibration programme.
  • Training/coaching skills and experience.
  • Working knowledge of contact centre procedures and methodology.
  • Strong analytical ability and diagnostic and problem-solving skills.
  • Ability to communicate, negotiate and influence effectively.
  • Presentation skill.


Salary & Benefits


Join us in Dubai and enjoy attractive salary and travel benefits that are exclusive to our industry, including discounts on flights and hotels stays around the world. You can find out more information about our employee benefits in the Working Here section of our website www.emirates.com/careers. Further information on what’s it like to live and work in our cosmopolitan home city, can be found in the Dubai Lifestyle section.