Service Quality Team Leader - UAE, United Arab Emirates - Emirates NBD

Emirates NBD

Verified Company

UAE, United Arab Emirates

3 weeks ago

Posted by:

Ahmed Al-Mansouri

beBee Recruiter

Description

**UAE National ONLY

Organization Unit Purpose
The Department is Service Quality. This unit evaluates agent performance and provides consistent feedback and coaching to Outbound agents. The unit also verifies service requests, handle outbound complaints, and constantly works to monitor risks.

Job Purpose

The Quality Team Leader provides guidance and constant support to the team, works to improve the process, and manage projects.

They will accept ownership of ensuring that team is developed in all service quality functions.

Developing and responsibly implementing service quality standards, that ensure that the bank's services meet or exceed customer's expectations.

Ensuring the productivity and performance of the team and implementing effective sales strategies to achieve business objectives

Responsibilities:

Ensure that calls are evaluated as per targets assigned
Deliver timely feedback to Operations staff
Sales reports and customer satisfaction
Working closely with operations to ensure set expectations meet
Compliance, soft skills, and call etiquettes
Complaint/Agent Score/MIS reports and other metrics.

Person Specification

Support team through changing team dynamics and amendments to daily work responsibilities.
Strong communication skills and the ability to communicate effectively
Strong coaching skills: To maintain and improve all areas of performance.
Conduct reviews and monitor compliance with approved business processes and control framework.
Ensuring compliance with regulations such as data protection and consumer protection.
Drive performances generate value to operation
Identify Risk failure and monitor the identified risks throughout to ensure actions are taken to mitigate or eliminate them.
Follow up with OPS on action plans for outstanding audit issues
Relationship and conflict management
Communication skills
Negotiation and Influencing
Lead/motivate team
Proactive/Self starter
Deadlines driven

Must Have

Minimum 2 years of managing large teams
Graduate
Prior experience working in Outbound and/or team within CCO call center/digital and in depth and current knowledge of CRM system.
Languages: English & Arabic