Service Quality Officer

About the role

The Service Quality Officer supports the contact center team by developing, implementing and monitoring quality performance measures in line with the Standard Quality Manual and adopted policies. The role aims to improve service delivery, boost customer satisfaction and increase sales.

Key responsibilities

• Conduct market research, benchmarking, calibration sessions and surveys to identify trends and best practices in service quality management, and set quality standards based on best practice and business needs.
• Help develop, implement and enforce the Service Quality Assurance Manual covering policies and operating procedures for contact center activities.
• Propose, introduce and supervise improvements to quality assurance processes to raise productivity and customer experience.
• Support the supervisor in monitoring inbound and outbound team performance against quality standards and policies.
• Identify areas for improvement and recommend development plans and training courses to management and HR.
• Drive teams toward better sales and customer service results through a positive, motivating environment and competition.
• Apply quality-based incentive schemes to maximize productivity.
• Build a performance-driven culture through quality awareness, engagement initiatives and continuous learning.

Required profile

• Bachelor's degree in Management or Administration or equivalent.
• Quality Assurance / ISO Lead Assessor certificate is a plus.
• 2+ years of experience in a similar service quality or quality assurance role in a service industry, preferably aviation; low-cost airline experience is a plus.
• Proven ability to improve performance, meet targets and increase sales.
• Ability to train and coach others on best practices, and to analyze data and recommend cost-effective solutions.
• Strong persuasion, negotiation, problem-solving and decision-making skills, with good product knowledge and the ability to deliver against business strategy and KPIs.

Required skills

• Proficiency in Microsoft Office.
• Fluent English.
• Able to use technology systems and tools.