About the Business:
Al-Futtaim Automotive occupies the pre-eminent position of the largest distributor of automotive products in the Emirates, and leads the rapid development of automobile business in the UAE, while continuing to contribute to their brands worldwide growth.
Today, Al-Futtaim Automotive is synonymous with brands such as Toyota, Lexus, Honda, Jeep, Dodge, Chrysler and Volvo which enjoy undisputed leadership in the UAE in terms of the largest number of vehicles on the road. We also hold exclusive franchises for some of the world's top automobiles and automotive products like Hino - Japan's leading heavy-duty vehicle manufacturer, Toyo & Chen shin/ Maxxis tyres, GS & Panasonic batteries as well as the franchises for Hertz Rent-a-car - the world's largest rental and leasing company and FAMCO heavy goods Machinery.
Al-Futtaim Motors occupies the pre-eminent position of the largest distributor of automotive products in the Emirates, and leads the rapid development of automobile business in the UAE, while continuing to contribute to Toyota's worldwide growth.
Today, Al-Futtaim Motors is synonymous with Toyota and Lexus, which enjoy undisputed leadership in the UAE in terms of the largest number of vehicles on the road. Besides Toyota, we also hold exclusive franchises for some of the world's top automobiles and automotive products like Hino - Japan's leading heavy-duty vehicle manufacturer, Toyo & Chen shin/ Maxxis tyres, GS & Panasonic batteries and many more.
About the Job:
Reports to: Call Center Manager / Customer Care Manager
Direct Reports: Quality Assurance supervisors
Department: Customer Relations Department
Location: Toyota-ZSR
We are currently looking to recruit a highly enthusiastic Quality Assurance Manager to join our team in Dubai. Reporting to the Customer Care Manager.
JOB PURPOSE:
The purpose of the Call Center QA Manager is to manage, develop and lead the Quality Assurance (QA) team to achieve targeted goals and initiatives that impact the customer experience. The manager is responsible for developing and implementing monitoring standards and providing feedback to associates and management to improve quality. This person leads quality initiatives by determining business needs derived from root cause analysis of quality and complaint data, analyzing information, providing recommendations, and working to implementing change for existing and new call center process and procedures.
Description
* Responsible for the development, implementation, documentation, monitoring of quality assurance programs. Including monitoring systems management from a user standpoint as it relates to the systems used to capture and record calls.
* Manages all quality monitoring and complaint records, reports, and analysis, ensuring that they are complete, accurate and prepared on time.
* Accomplish business objectives by gathering quality monitoring and VOC results making recommendations for the business plan, preparing information for monthly progress and quarterly reviews, and preparing and completing action plans and assignments
* Identifies changes based on business needs to call monitoring requirements in consultation with business leaders, clients, and supporting staff. Drives the changes to implementation
* In consultation with superior and subordinate supervisory personnel, as appropriate, develops short- and long- term goals and plans for area of responsibility.
* Formulates policy for area(s) of responsibility and secures appropriate approvals. Develops and administers procedures necessary to implement approved policy and provides the overall direction necessary to ensure the delivery of efficient and effective area services
* Develops function-specific orientation and training programs for area personnel. Establishes standards for effective job performance and evaluates subordinates according to such standards.
Job Details
| Date Posted: | 2014-07-28 |
| Job Location: | Dubai, United Arab Emirates |
| Job Role: | Sales |
| Company Industry: | Automotive |
Preferred Candidate
| Career Level: | Mid Career |
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