No two days are the same at Al-Futtaim, no matter what role you have. Our work is driven by the desire to make a difference and to have a meaningful impact with the goal of enriching everyday lives.
Take our engaging and supportive work environment and couple it with a company culture that recognises and rewards quality performance, and what do you get?
The chance to push the limits every single day.
As a humble family business that started on the banks of the Dubai Creek in the 1930s, Al-Futtaim has expanded to a presence in 31 countries, a portfolio of over 200 companies, and 42,000 employees.
You’ll find us in industries ranging from automotive and retail, to finance and real estate, and connecting people with international names like Lexus, Ikea, Robinsons, and Adidas.
Our team is proudly multicultural and multinational because that kind of diverse representation gives us the global mindset to grow and impact the people, markets, and trends around us.
Come join us to live well, work better, and be the best.
We are looking to recruit a talent Emirate candidate as Quality and Assurance Manager role to achieve targeted goals and initiatives that affect the customer experience with the Engagement center.
The Manager is responsible for developing, implementing monitoring standards and providing feedback to associates and management to improve interaction quality with customers.
This individual leads quality initiatives by determining business needs derived from root cause analysis of quality and complaint data.
He is also focusing on information analysis, providing recommendations and working to implement change for existing and new engagement center process and procedures.
He also oversees all reporting on engagement center activities for the business. Ensuring proper support for campaign deployment, including target list creation, management and follow-
up. Analysis of reports allows the manager to provide recommendation on optimization and performance.
Your key responsibilites will be but not be limited to :
Drives the changes to implementation
Delegates these responsibilities to supervisory personnel as appropriate.
Including and not limited to exclusions, eligibility and dependencies.
Communication / Interpersonal skills
5+ years customer service experience (which would have included at least 2 years of customer interaction over the phone) and 3+ years management experience
Experience in planning and managing Quality Assurance in a call center environment
Experience with Change Management efforts at the program and project level
Strong communication skills, demonstrated through past experience and results
We’re here to provide excellent service but a little help from you can ensure a five-star candidate experience from start to finish.
Before you click apply : Please read the job description carefully to ensure you can confidently demonstrate why this opportunity is right for you and take the time to put together a well-
crafted and personalised CV to further boost your visibility. Our global Talent Acquisition team members are all assigned to specific businesses to ensure that we make the best matches between talent and opportunities.
We not only consider the requisite compatibility of skills and behaviours, but also how candidates align with our Values of Respect, Integrity, Collaboration, and Excellence.
As part of our candidate experience promise, we also want to make ourselves available to you throughout the application process.
We make every effort to review and respond to every application.