Service Quality Officer (Armenian Speaking)

Job Description

Work Experience * Experience in Contact Centre/ Call Centre/ Business Process Outsourcing environment is essential.* 2+ years of related working experience in similar role in service quality/ quality assurance in any service industry* Quality experience in airlines/ travel/ ticketing environment is preferred.* Proven skills in enhancing performance, achieving targets and increasing sales.* Capable of training and coaching individuals and groups on the best practices.* Capable of contributing to and implementing function-related policies, procedures and action plans.* Capable of analyzing data, identifying pitfalls and recommending cost-effective solutions.* Cost-oriented, possesses effective persuasive, negotiation, problem solving and decision-making skills.* Employs a balance of technical expertise, and interpersonal relations to execute new initiatives that support company?s objectives.* Product knowledge: capability of understanding market trends and channeling them leading to effective customer care solutions.* Demonstrates the ability to contribute and successfully deliver against business strategy and set KPIs.Qualifications (Academic, training, languages) * Bachelors degree in management/ Administration or equivalent. * Quality Assurance/ISO Lead Assessor certificate is a plus. * Capable of using technology systems and tools; proficient in Microsoft Office. * Fluent in Armenian & English OR Armenian & Arabic Language. Work Experience * Experience in Contact Centre/ Call Centre/ Business Process Outsourcing environment is essential.* 2+ years of related working experience in similar role in service quality/ quality assurance in any service industry,* Quality experience in airlines/ travel/ ticketing environment is preferred.* Proven skills in enhancing performance, achieving targets and increasing sales.* Capable of training and coaching individuals and groups on the best practices.* Capable of contributing to and implementing function-related policies, procedures and action plans.* Capable of analyzing data, identifying pitfalls and recommending cost-effective solutions.* Cost-oriented, possesses effective persuasive, negotiation, problem solving and decision-making skills.* Employs a balance of technical expertise, and interpersonal relations to execute new initiatives that support company?s objectives.* Product knowledge: capability of understanding market trends and channeling them leading to effective customer care solutions.* Demonstrates the ability to contribute and successfully deliver against business strategy and set KPIs.

Keyskills :

About Company

Air Arabia (PJSC), listed on the Dubai Financial Market, is the Middle East and North Africas first and leading low-cost carrier flying to over 100 destinations across the world. Air Arabia was the first airline to introduce the low-cost carrier concept in the region and is on a mission to serve all Arab countries and beyond, constantly undergoing aggressive route expansion, taking advantage of its ideally located hubs in the United Arab Emirates, Morocco, Egypt and Jordan. Over the past thirteen years, Air Arabia, through continuous market research and customer feedback, provides a range of value added services to millions of passengers who chose to fly with Air Arabias fleet of A320 aircraft. The airline commenced operations in October 2003 and achieved financial break-even from its very first year of services and has been profitable ever since.