Quality and Performance Specialist
Abu Dhabi, UAE
: Any Nationality
: null
: Others
: 12 - Sep - 2022
Job Description
  • Report on the overall performance and work progress of CRM Division
  • Interpreting data, analysing results and provide ongoing reports which required from management
  • Monitor and follow up performance and work progress out of working hour and during the public holiday
  • Ready for any crises and emergencies cases
  • Handle incoming calls as required in order to meet surges in inflow
  • Supervise and evaluate the work of staff under supervision, ensure that programs are of appropriate quality and that resources are used effectively and comply with policies and procedures
  • Lead the evaluation and audits for client communication channels (Calls, Email , Chat ,e- services ,face to face )
  • Ensure the enhancement of the service quality of all customer relationship staff and act as the facilitator and coordinator in implementing the Quality enhancement initiatives
  • Ensure regular meetings, provides on-the-job training and undertakes coaching to advice customer relationship staff on effective methods to handle different customers.
  • Review the database on the quality parameters, performance indicators etc. Highlight issues of concern and review with superiors.
  • Lead in implementation Service Level Agreement (SLAs) as required in order ensuring compliance with the prescribed standards of service quality.
  • Ensure that the performance of various tasks and the conduct of the staff in CRM Division are in accordance with the policies and procedures
  • Promote cross functional collaboration across CRM departments and sections
  • Review the training materials / circulars in respect of the Quality of Service of all customer relationship operations.
  • Revise programs/ procedures /policies as necessary, in order to adapt to the changes that occur in the work environment
  • Ensure that all staff acquire the required skills and knowledge through appropriate training programs
  • Manage technical and documentation support in preparing, reviewing and updating the QA policies and procedures in conformance with the required standards and guidelines.
  • Ensure that all the technology needs of CRM division are identified to ensure that the processes are performed efficiently and cost effectively
  • Keep abreast of Quality concepts and technology in order to effect continuous work improvement in CRM Division
  • Identifying process improvement areas


Desired Candidate Profile


•     Effective Communication and interpersonal Skills (Verbal & Written).

•     Excellent English skills (Verbal & Written).

•     Excellent Arabic skills (Verbal & Written).

•     Efficient in MS Excel, and have a solid background in all MS Office product

•     Quality Assurance concepts / methodologies / measures.

•     Ability to work under pressure.

•     Decision Making Skills

•     Strategic Thinking.

•     Data Analysis and presentation skills.

•     Time Management skills.

•     Work Ethics

•     Flexible in working hours to meet the needs of the business

•     Promoting Innovation and Continuous Improvement Culture

•     Customer Analytics

•     Quality and customer satisfaction management

•     Training & Development

•     Problem-Solving ability.

     Customer Service Management


  • Minimum of Bachelor’s degree in Business administration or equivalent
  • ICDL Certificate or equivalent
  • Minimum: 8 years in relevant area


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