Call Centre Quality Trainer, Al Tayer Group, Dubai, UAE

This job is OPEN for ALL Nationalities to Apply, unless otherwise specified.

Read the Job Description carefully, then scroll down for "Details to Register for this Job"...

About Us

 

As a leader in luxury retail in the Middle East, Al Tayer Group's retail division, Al Tayer Insignia, hosts a portfolio of some of the world’s best luxury brands in the fashion, jewellery, home and department store categories. Complementing its position in luxury retail, Al Tayer Insignia has also built new frontiers in lifestyle retail, representing leading brands in the Beauty, Home, Fashion and Hospitality sectors. Our brands include Bloomingdales, Harvey Nichols and Armani to name just a few!

 

About the Role

 

Training and coaching call centre agents providing required support to enhance contact centre performance, soft skills, and product knowledge. Provide required quality support in line with contact centre strategy.

What You’ll Be Doing

 

·    Evaluate customer interactions to ensure they meet quality standards, using a predefined framework This involves regularly assessing a specified number of contacts per agent based on department need.

·        Provide timely and constructive feedback to customer service agents based on assessment results.

·        Develop coaching plans to address areas of strength and weakness and provide coaching sessions to agents to enhance their skills.

·        Provide necessary briefings or meetings based on observations from quality assessments/new updates or processes that require cascading.

·        Responsibility to update and suggest improvements to the knowledge base, templates, and omni guide.

·       Manage the engagement calendar and plan team activities, ensuring a positive and organized work environment that contributes to the overall  well-being and engagement of team members.

·      Coordinate with team leaders to conduct training sessions for customer service agents. These sessions are often for new joiners or based on observations and assessments of individual and team performance.

·        Attend monthly calibration sessions with the QA manager and supervisors to ensure calibration consistency.

·        Assist in training sessions focused on NPS, CSAT, and the Quality Framework to enhance customer experience and overall contact centre.

·        Share necessary communication emails with the contact centre including the new updates or campaigns/promotions shared by the brand.

·        Sharing promotions calendar and ensure team members are trained and ready to support during sale.

 

 

About You

Job requirements:

·        1 – 3 years call centre experience

·        University graduate in any Discipline

           Bilingual: English and Arabic Speaker

 

 

Knowledge and Skills:

·        Exposure to multicultural environment

·        Analysis skills 

·        Coaching skills

·        Emotional intelligence skills

·        Decision-making and solution orientated

·        Well-groomed with pleasant personality

·        Excellent communication skills

DETAILS TO REGISTER FOR THIS JOB:

https://altayer.referrals.selectminds.com/jobs/call-centre-quality-trainer-2859

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