Training and Quality Manager

Job Purpose

Emirates Global Contact Centres are at the heart of our customer experience, supporting travellers throughout their journey. With a focus on service excellence, product expertise, and innovative problem-solving, our teams deliver seamless assistance across every touchpoint. They play a vital role in enhancing customer satisfaction and driving sales opportunities. This department is essential to the continued success and growth of Emirates.

The Training and Quality Manager will be responsible for ensuring high-quality service across multiple contact centre teams by maintaining consistent service standards and supporting the delivery of exceptional customer experiences across various channels and customer segments. This role involves driving training and quality initiatives, ensuring service excellence, and enhancing the overall customer experience across Emirates' contact centres. Additionally, it includes empowering multicultural teams, improving performance, and developing innovative training and quality programs to align with the strategic goals of the contact centres and Emirates

In This Role, You Will

• Develop and Implement Training Strategy: Lead the execution of training programs within contact centres, ensuring adherence to Learning & Talents Group Strategy for governance, standards & systems in learning experience and management in order to enhance customer service, employee experience and engagement, drive revenue, and improve product knowledge, and operational efficiency.
• Ensure Service Style Excellence: Define service style and standards across multiple sites and diverse teams to ensure delivery of the Emirates brand promise, establishing a robust framework to monitor, evaluate and improve performance.
• Drive Innovation in Learning and Development: Explore and implement innovative training methods, leveraging technology to enhance learning experiences and knowledge retention in collaboration with the Learning & Talent team.
• Foster Cross-Departmental Collaboration: Strengthen relationships with key departments to ensure consistency in service standards across customer touchpoints.
• Champion Customer Experience Insights: Act as the voice of the customer by sharing insights with stakeholders, driving improvements in products, processes, and overall service delivery.
• Monitor Performance and Drive Change: Establish KPIs to measure training and quality effectiveness, champion innovation, and lead change implementation within contact centres and senior management teams.
  
  

Qualification

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

• Degree or Honours (12+3 or equivalent) with 8+ years of experience in Commercial/Sales.
• Experience in Contact Centre Customer Experience and Training
• Knowledge of training methodologies, governance and innovation.
• Knowledge of contact centre/airline/reservations operations.
• Proven track record in team engagement and Customer Experience improvement - Change management.
  
  

Emirates Group, is an international organisation with employees from over 170 nationalities, we encourage applications from across the globe. Your application journey begins by applying via the Emirates Group Careers website. Please ensure your CV is up to date for our talent acquisition team to review your profile. If you meet the criteria of the role, you will then be invited to complete a HireVue video interview, to share more about your experience and your career aspirations. If you are shortlisted, you will then be invited to interview with our hiring managers. If you are successful, your recruiter will reach out to you with an offer and then our Onboarding team will ensure a smooth transition to your new role at Emirates Group.

Salary & benefits

Join us in a management role and enjoy an attractive tax-free salary. On top of our generous travel benefits, including discounted flights and hotel stays around the world, this managerial role also has an excellent leave and healthcare package. That’s on top of transport benefits, life insurance and more. Find out what it’s like to live and work in our fast-paced, cosmopolitan home city in the Dubai Lifestyle section of our website www.emirates.com/careers.

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