Quality Analyst Officer

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Job Detail
Functional Area:
Client Services & Customer Support
Total Position:
Job Type:
Full Time/Permanent ( First Shift (Day)‎ )
Job Location:
Jeddah, Saudi Arabia
No Preference
Degree Title:
Career Level:
Entry Level
Minimum Experience:
2 Years(Minimum 2 years’ experience in a similar role, Proven experience in quality management and training)
Required Travel:
Not Required
Work Permit:
Saudi Arabia
Apply By :
May 8, 2023
Posted On:
Feb 8, 2023
Job Description
  • Create and develop quality scripts for inbound calls, covering sales queries and customer care.
  • Create and develop scoring criteria for public email & social media correspondence.
  • Evaluate an agreed number of calls, social conversations and emails, per Agent/Officer each month against the agreed scripts and standards.
  • Co-ordinate weekly calibration sessions with CEC Team Leaders and Management to ensure quality assessments are aligned and identify improvements to process / criteria.
  • Produce weekly and monthly reports on the standards achieved by each Agent / Officer, identifying any specific issues or training requirements.
  • Develop and deliver quality training programmes.
  • Deliver accurate on-time reports on quality scores, training and issues.
  • Provide Management with daily, weekly and monthly reports from the CEC systems, analysing the data to identify trends and recommend improvements.
  • Support Management with new / improved workflows within CEC systems
  • Communicate guidelines with regards to quality standards and improvements, ensuring CEC Team understand the impact of their communications with flyadeal Customers.
  • Identify and escalate issues which affect team efficiencies and service to flyadeal Customers.
  • Contribute to commercial roadmap to support airline goals, demonstrating leadership through the debate, development and implementation of new initiatives, channels and/or products.
  • Communicate effectively with all members of the business in line with the company’s culture guidelines.
  • Navitaire apps
  • CX platforms.
  • Microsoft office
  • Detail-oriented
  • Time management
  • Flexibility in analytical approaches
  • Collaboration and teamwork
  • Critical thinking
  • Communication & Training - Attention to details
  • Behavioural ▪ Customer First Attitude