Job Description

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, Boucheron, Areej, Aveda and Armani to name just a few!

About The Role To monitor and analyze the quality assurance efforts, in line with the corporate customer care strategy, in order to ensure that the BU continuously enhances its business practices to achieve increased cost efficiency and operational excellence. This will be done through regular monitoring of contacts on all channels, audit and analysis resulting in effective coaching and feedback to agents. What you'll be doing Monitor and assess a minimum of 4 contacts per agent per week MONTH as per the quality framework model Provide feedback and coaching to the agent in a timely manner highlighting areas of strength and weakness, building a coaching plan to be shared with the Teams supervisor and QA TL. Be able to provide Huddle topics to seniors and team leader based on observations from the assessments. Responsibility to update and suggest improvements to Knowledge base, Templates and omni guide. Responsibility to contact detractors and passives on NPS and create RCA for the feedback sent by customers and show changes and improvements into workflow and processes. Conduct and suggest trainings based on assessments observation and coordinating with team leader. Assist in conducting Quality reviews with the quality assurance specialist to identify the root causes for sub-optimal effectiveness such as slow decision-making, long execution times, delays in reporting etc. in order to ensure that areas of improvement are addressed in a timely manner Attend monthly calibration sessions with QA TLs and Team leaders and senior leaders to ensure a consistency of approach Assist in Reviewing feedback reports from NPS and CSAT providing prompt customer contact, follow-up and resolution, and oversee Internal Quality Reviews (IQR), in order to identify areas of improvement Formulate solutions and recommendations to raise quality levels and comply with the relevant standards Continuously communicate about and promote quality through the emphasis of individual accountability, cost-effectiveness, collaboration and reactivity in order to raise the BU's awareness and performance, thus enabling it to become a learning and agile entity Assist QA in training sessions focused on NPS and CSAT and the Quality Framework in order to raise business excellence capabilities and awareness within the BU About You Exposure to multicultural environment 1-3 years of experience Analysis skills Coaching skills Emotional intelligence skills Decision making and solution orientated Well-groomed with pleasant personality Excellent communication skills (English and Arabic) Schedule: Shift: