Quality Assurance Coordinator - Customer Experience & Training
dnata Travel - Emirates Group
مجموع سنوات الخبرة :18 years, 8 أشهر
Reporting to Customer Experience & Operational Training Manager, oversees audit planning (mystery shopping/phone audit), field work, and audit reporting; prepares reports, and communicates findings and recommendations to line and senior management.
Review automated audit work papers prepared by the mystery shoppers to ensure sound audit theory and compliance with the department's methodology.
Responsible for the daily supervision of mystery shopper and responsible for the development of audit reports and the completion of performance evaluations.
Convey audit status to dnata Travel-Retail management and internal business units.
Lead proactively audit planning efforts.
Define internal audit questionnaire and brief staff pre-audit.
Ensures mystery shoppers are resourced, briefed and complete audits on time.
Execute individual audit for respective outlets.
Develop audit procedures to assure proper fieldwork performed as per audit plan.
Supervise mystery shoppers and review reports for any discrepancies/errors.
Oversee mystery shopping reports as required and convey findings to customer experience manager.
Coach frontline staff one dnata's customer engagement programe and facilitate to resolve issues with internal/external customers.
Guide and develop mystery shopping personnel as appropriate.
Review mystery shopping audit reports to assure clarity and well-organized documentation.
Ensures key controls are tested and all imperative risks are addressed.
Formulate apt conclusions related to adequate internal controls and procedures on basis of knowledge of operations and audit work performance.
Identify and convey leading practices to management.
Support Service Audit department in implementation of Happiness Meter across dnata Travel's B2B & B2C outlets in line with Dubai Service Excellence Scheme requirements.
Using experience and understanding of the business objectives and of the operational roles contribute to the review of role competencies, identifying new skill requirements and recommending ways in which staff can be skilled in these new and revised competencies.
Identify learning objectives, produce learning plans, coach and support new and junior staff (Retail, Corporate & Contact Centre) to develop their skills to meet the competencies identified as necessary to achieve business
objectives.
Identifying where achievement has been made and recognizing this, where further development is required and recommending further action, providing regular progress reports to nominated managers.
In order to assist decision making use data gathering techniques to collate relevant information, as requested by the management team.
Preparation of reports for presentation to the Management Team on the progress of planning and development and training initiatives.
Identify when barriers (either work related or personal) may be preventing staff from achieving their development goals and assist them in overcoming these by providing relevant advice or by making a referral to relevant departments who can assist.
Current projects include New Joiner Liaison, systems, communication Management, reward and recognition, grooming and workplace Safety.
When requested by senior management; provide coaching and briefing sessions to ensure all staff including management, are fully aware of all policy, system and process changes and of any initiatives which may be of relevance.
Understand changes in mandatory training requirements and incorporate these learning into workplace training plan, ensure all mandatory trainings failures / re-sits trends are analyzed, investigated and addressed through effective coaching and mentoring.
In consultation with Line Manager evaluate staff discrepancy trends and action adhoc trainings if required to ensure that staff are re-trained.
To provide the highest level of service in order to sell Emirates high value airline tickets and services and to assist premium customers such as Skywards PLATINUM, GOLD and First & Business Class customers with managing their travel plans.
• Lead the day to day operations of the team and ensure that all customers are provided with excellent customer service.
• Ensure the teams are aware of and work to consistently meet and exceed reservations sales targets.
▪ Handle a high influx of inbound calls within a dynamic call center environment.
▪ Deliver world class customer service and build customer satisfaction and loyalty through rapport building.
▪ Provide effective and timely resolution of a range of customer inquiries.
▪ Strive for one-call resolution of customer issues.
▪ Complete ongoing training to stay abreast of product, service and policy changes.
▪ Strike a positive and cooperative tone with both customers and coworkers.
▪ Manage multiple priorities and maintain effective results in a performance driven workplace.
▪ Increase the customer experience by providing information on special offers, discounted fares, and services through up selling opportunities.
▪ Exercise strong interpersonal communication skills with customers and department personnel.
▪ Accept cases, complaints and call-out assignments with an open, cooperative, positive and team-oriented attitude from Operations officers.
▪ Utilize multiple contact centre support applications to efficiently assist customers and junior staff.
▪ Work as acting team leader and assist senior consultants and new staff in absence or shortage of team leaders during the entire shift.
• Ensure that all customer complaints received are objectively investigated and liaise with team members and management to recommend remedial/corrective action.
Extra Role & Responsibilities
On-Job Coach (Emirates Global Contact Centre Training Department):
• Coach, develop, and motivate New Joiners and existing staff within the contact centre.
• Ensure that team and individual agent performance is at the required standard and maximize the productivity of each individual member.
• Conduct regular briefing sessions with the staff ensuring that training objectives and development plans are clearly set out and provide regular feedback to team members and Operations Managers.
• Monitor the discipline, grooming and conduct of the staff in training department.
• Provide necessary on job instructions and training to staff and new joiners. Ensure that department policies and procedures are clearly understood, applied and adhered to by the team. Conduct regular briefings to ensure that the team is aware of new products, policies and procedures as and when they are introduced.
• Ensure regular quality monitoring is scheduled and sufficient coaching time allocated with each team member. Perform regular quality audits with other coaches and Quality officers to ensure calibration of quality standard is achieved.
• Measure employee satisfaction and recommend initiatives to increase.
• Through coaching and quality monitoring identify team and individual training needs and recommend appropriate training programs.
• Ensure that the training delivered to the team is put into effect and feedback given on the program success.
ACHIEVEMENTS
June 2013 - TISTAHIL: Outstanding Performance in delivering excellent Customer Services throughout the Contact Centre
July 2013 - TISTAHIL: Outstanding Performance in delivering excellent Customer Services throughout the Contact Centre
February 2014 - Letter Of Recognition: Outstanding Performance & Highest Revenue per Call
ANNUAL PERFORMANCE RATING (2010 - 2013) Emirates Group
2012 - 2013 - Performance was rated as “Exceptional.” 2nd consecutive time during the annual performance review
2011 - 2012 - Performance was rated as “Exceptional.”
2010 - 2011 - Performance was rated as “Very Good.”
Tier 1 & Technical Support, Complaints Escalation. Internal/ External Customer Service. Assisted in troubleshooting user problems relating to ETISALAT INTERNET services on ADSL, Fiber Optic, WIMAX, CABLE & 3.5G technologies. Provided effective and consistent technical support. Researched technical solutions. Performed tasks related to answering customer inquiries received via telephone. Interacted with customers; provided account information, rules, regulations, laws and policy and procedures.
Manage comprehensive sales process that begin with cold call and concept sell. Attracted and retain loyal clients by building reputation of integrity, knowledge and accountability. Qualified leads; assessed needs and recommended solutions; negotiations implemented pricing. Plan and conduct workshops and participate in tradeshows, exhibitions and industry conventions. Discuss, evaluate, assess and recommend suitable courses for candidates who require higher education specially in IT and IT Security. Ensuring enrollment of counseled candidates and track through. Handling Incoming calls and walk-ins and providing them complete courses information. Working with the sales team to improve sales and to reach monthly sales targets. Reporting to Head of Sales and Marketing
ACHIEVEMENTS
August 2006 - Award: Best Consultant for achieving highest revenue
International Advance Diploma in Computer Studies.
International Advance Diploma in Computer Studies with GPA 2.75 (Credit)
Diploma in Computer Studies. GPA 3.75 with Distinction