Quality and Training Specialist
Emaar
Total des années d'expérience :5 years, 4 Mois
• Assessing and interviewing new joiners
• Managing the quality and training process for Emaar’s customer service division (Emaar Properties, Emaar Entertainment, Social Media, and Emaar Loyalty Programs)
• Responsible for timely quality evaluation and quality reports across departments
• Performing routine call monitoring checks to make sure team members are following call quality guidelines and procedures
• Actively providing feedback to agent and team-leaders to help improve the process and quality of work
• Preparing training material based on insights identified from audits
• Conduct training and refreshers for team members
• Handle customer, business, and VIP enquiries for Dubai’s top attractions owned and managed by Emaar which include ATT Burj Khalifa, Dubai Mall, Golf Courses, Dubai Opera, Dubai Aquarium, Dubai Ice Rink etc.
• Manage Emaar’s loyalty programs (skywards, U by Emaar, Emaar Gift Card)
• Resolve any issues and escalate when necessary
• Operate in conjunction with other departments to ensure an efficient operation
• Keep in touch with management to stay informed of any events or updates
• Prepare proposals and issue invoices
• Participate in weekly meetings to address problems and increase revenue
• Oversee the entire shipping and moving process by maintaining active communication with clients and movers
• Meet monthly productivity and sales goals
• Achieved 25% increase on total sales upon joining
• Contact customers to learn about their needs and provide the best service possible
• Handle both client and business-to-business requests
Maintained up-to-date knowledge of travel products including airline travel, hotel and car reservations, cruise and tour travel.
Developed and maintained outstanding relationships with clients and exceeded their expectations for customer service while
securing their travel arrangements.
* Duties:
* promoting and marketing the business.
* dealing with customer queries and complaints.
* providing advice about visas or passports.
* recruiting, training and supervising staff.
* managing budgets.
* maintaining statistical and financial records.
* Planning.
* selling holidays and insurance
understand banking operations and procedures by performing assigned projects throughout various banking
departments
* Prepares and presents written reports for department managers and training representative on each phase of training.
* Organizing client’s bank accounts.
* Actively participates in trainee development meetings and/or conferences; leads designated discussion groups.
• Comply with the Central Bank of Lebanon's anti-money laundering regulations by managing and grouping each individual client's bank accounts
• Check and report accounts for any suspicious activity
• Group accounts to make them easier to administer and prevent money laundering
• Maintain open lines of communication with other departments to ensure efficient work flow
• Assigned to train the department's new employees