Al Futtaim Jobs - UAE National_ Quality Analyst | Customer Engagement Center| Dubai, UAE (Dubai, AE)

Job Requisition ID: 37611 

No two days are the same at Al-Futtaim, no matter what role you have. Our work is driven by the desire to make a difference and to have a meaningful impact with the goal of enriching everyday lives. Take our engaging and supportive work environment and couple it with a company culture that recognises and rewards quality performance, and what do you get? The chance to push the limits every single day.

 

As a humble family business that started on the banks of the Dubai Creek in the 1930s, Al-Futtaim has expanded to a presence in 31 countries, a portfolio of over 200 companies, and 42,000 employees. You’ll find us in industries ranging from automotive and retail, to finance and real estate, and connecting people with international names like Lexus, Ikea, Robinsons, and Adidas. Our team is proudly multicultural and multinational because that kind of diverse representation gives us the global mindset to grow and impact the people, markets, and trends around us.

 

Come join us to live well, work better, and be the best.

Job Description:

This role is responsible for monitoring and auditing processes, systems and customer engagement center agents’ interactions in accordance with CEC set guidelines & measure effectiveness, report analysis and suggest improvements to enhance the quality of services provided and increase customer engagement.

 

Key Responsibilities:

• Support the training and change demand of systems & provide continuous support being a ‘Super user’ or the subject matter expert to CEC team
• Conduct complete quality audit for systems & processes by performing audit floor walk, obtaining team leads / managers responses, reporting findings & recommendations to the quality manager and then audit the implemented solution & measure effectiveness
• Monitor & evaluate agents’ interactions with focus on customer overall satisfaction with the interaction, customer insights and red alerts
• Report to quality manager, as scheduled, scores, changes in performance & areas for improvement
• Perform coaching / calibration sessions with agents and team leads with the main focus on new joiners & low performers
• Roll out & Analyze external surveys & transform customers’ needs & expectations into action plans & initiatives to be implemented
• Perform Mystery shopper project within CEC

 

Qualifications, Experience & Skills:

Minimum Qualifications and Knowledge: 

• Bachelor or Diploma graduate

 

Minimum Experience:

• 2 - 3 years relevant experience

 

Job-Specific Skills:

• English and Arabic language are essential
• Leadership skills
• Coaching skills
• Problem solving and analytical skills

 

Behavioral Competencies:

• Takes initiatives and is accountable
• ability to think clearly under pressure
• strong attention to detail
• proactive

We’re here to provide excellent service but a little help from you can ensure a five-star candidate experience from start to finish.

 

Before you click “apply”: Please read the job description carefully to ensure you can confidently demonstrate why this opportunity is right for you and take the time to put together a well-crafted and personalised CV to further boost your visibility. Our global Talent Acquisition team members are all assigned to specific businesses to ensure that we make the best matches between talent and opportunities. We not only consider the requisite compatibility of skills and behaviours, but also how candidates align with our Values of Respect, Integrity, Collaboration, and Excellence.

 

As part of our candidate experience promise, we also want to make ourselves available to you throughout the application process. We make every effort to review and respond to every application.

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