Training & Quality Officer - Mumbai Contact Centre

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.

Job Outline:

• 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
  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
  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 improve to acceptable standards.

Position is based in Mumbai , India 

Knowledge/skills:

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/Coaching skills.

Presentation skill.

Qualifications & Experience:

Graduate or equivalent 

Minimum of 1 year at a supervisory level and call centre management.

Coaching and people development.

Management of a quality development and calibration programme.

Training experience

Must have the right to live and work in India 

Competitive Salary