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Quality Assurance & Training Specialist – Global Contact Cen...

-Dubai
Job Description:

DubaiAboutJumeirah: At Jumeirah, weare committed to encouraging and developing our colleagues in world classenvironments. We value diversity and provide equal opportunities, employingover 14,000 colleagues from over 140 different countries including locations inAsia Pacific, CIS, Central Asia, Western and Eastern Europe, South America,Africa and the Middle East. We want you to do well from the beginning, sowe’ll give you every chance to impress during the recruitment process. Wepromise our colleagues a warm welcome and will help you feel part of ourJumeirah family from day one. You can rely on us to support you as you settleinto your journey with us and make Jumeirah ‘Your Place to Shine’. Our Group & Corporate and Dubai SharedServices teams are an integral part in delivering the Jumeirah Brand promise.Based in our modern headquarters in Dubai Design District or in one of ourother key locations, we guarantee you will be part of a dynamic, committed teamof industry professionals with a passion for delivering the Company strategyand efficiencies essential for our world class operation. About the Job: An opportunity has arisen for a Quality Assurance & TrainingSpecialist to join the Jumeirah Global Contact Centrein Jumeirah Group Services. The main duties and responsibilities of this rolewill include: Effectively design and conduct group trainingcourses that meet individual, department and organizational needs To create quality awareness and communicatesquality requirements, policies and procedures to all colleagues Set-up the training venue to create anenvironment conducive to learning Create and maintain an ongoing relationshipwith all Customer Sales Advisors and Team Managers to ensure continuousimprovements in their performance Identify areas for development and knowledgegaps, creating action plans to address these through coaching sessions Observe coaching sessions done by TeamManagers Analyze performance results and trends,recommend improvement initiatives Support on the Phones and emails on a weeklybasis Be a Brand and Quality Ambassador,consistently achieving high performance results, positive and proactivelypromoting the business values and vision Attend and delivercalibration and levelling sessions About You: The ideal candidate for thisposition will have the following experience and qualifications: Possess at leasttwo years’ experience working in a medium to large multi- channel contactcenter environment AdvancedTraining skills Fluency inEnglish language (verbal and written) Strongcoaching skills Excellentcommunication and interpersonal skills Good knowledgeof MS Office, Opera, phone system Ability towork with minimal supervision Ability tomultitask in a fast paced environment About theBenefits: We offer anattractive tax-free salary, paid in Dirhams (AED), the local currency of theUAE. In addition, we offer generous F&B benefits, reduced hotel ratesacross our properties globally, excellent leave and health care package,flights home, accommodation, life insurance, functional incentives and otheremployee benefits making the role attractive to high performers and anyapplicant looking for a career with one of the most luxurious brands in thehospitality industry.