Majid Al Futtaim Careers | Quality & Training Supervisor Jobs in Dubai

Job Responsibilities:

• Develop and deliver departmental training plans post identifying training needs through 360-degree evaluation of team’s performance. Conduct post training analysis to ensure training goals achieved.
• To plan and conduct periodic Quality, Operational Performance Plan (OPP) and Performance assessments for both Mall and Contact Centre teams, to ensure full compliance with the set processes and Standard Operating Procedures.
• Deliver feedback through one-to-one coaching sessions, highlighting areas of development and align with the Customer Service Supervisor on the action/development plans to improve overall performance.
• Assist the Customer Service Manager in developing, amending and updating the Customer Service KPI’s, Processes and Procedures.
• Manage the Customer Service Knowledge Base and consistently perform audits and quality checks on the data received from Mall teams.

Job Requirements:

• Bachelor’s degree in Business Administration / Marketing or equivalent.
• A minimum of 5 years’ experience in quality and/or training fields in a customer service environment.
• Proficiency in English language is a must (written & spoken), secondary language (Arabic) is preferred.
• ISO 9001, COPC and/or 6-Sigma certification is preferred.
• Strong knowledge of training best practices and techniques.