Job Opening - Quality Assurance role - Abu Dhabi based

This role is only open to Male Emirati Nationals with Khulasat Al Qaid. The candidate should have a minimum of 2 years working experience within a Customer Care / Customer Service Division in an Officer / Supervisor / Team Leader role. Candidates should be a Higher Diploma / Bachelor's Degree Graduate. 


The role responsibilities are:

• Develop and identify Customer Care Division internal quality management standards based on local, regional and international standards.
• Identify relevant quality assurance certifications/standards that can enable Customer Care Division to achieve its vision and mission.
• Develop a quality assurance plan / framework ensuring that all services delivered are in line with the quality standards defined.
• Undertake initiatives that improve quality within Customer Care Division across all its functions.
• Incorporate relevant quality enhancement initiatives and overall strategic plan of Customer Care Division for consistent performance improvement.
• Evaluate Customer Care Division performance against the quality standards through KPI’s and metrics, and constantly steer Customer Care Division towards maintaining and improving strategic and operational quality.
• Develop and ensure all quality control and compliance mechanisms are in place to evaluate the effectiveness of all functions within Customer Care Division.
• Ensure Customer Care Division is advancing towards leading edge customer service delivery to be eligible Abu Dhabi Excellence Award program, ISO 9001: 2008 and Investor in People.
• Consider all risks/interventions so as to accordingly formulate risk mitigating measures for the smooth execution of the strategic plan.
• Monitor the day-to-day operational and administrative functions of the Contact Centre, Service Branches and Call Centre.
• Ensure all relevant standard operating procedures are in place and adhered to during the functions of the Contact Centre, Service Branches and Call Centre.

To apply, please send your updated CV with subject "Quality Assurance - Abu Dhabi - Nationality: Emirati" and email it to emiratijobapplications@gmail.com


Kindly please follow the instructions as this will help us to review your profile and revert sooner if you have been short listed or not.