Job
Description
Conduct quality assessments and provide coaching and feedback for customer interactions, including phone calls and emails, process, chat according to established criteria and guidelines. Evaluate agents' adherence to company policies, procedures, and quality standards, and provide constructive feedback and coaching to support their development. Analyse quality assessment data to identify trends, patterns, and areas for improvement, and collaborate with relevant stakeholders to implement corrective actions. Generate regular reports and dashboards to track quality performance metrics and communicate findings and recommendations to management and relevant departments. Develop and maintain quality assurance procedures, documentation, and training materials to ensure consistency and effectiveness of quality monitoring processes. Stay informed about industry best practices, emerging trends, and regulatory requirements related to quality assurance and customer service and incorporate relevant insights into quality improvement initiatives. Participate in cross-functional projects and initiatives aimed at enhancing customer experience, operational efficiency, and business outcomes. Assist in the development and implementation of quality-related initiatives such as quality coaching programs, and recognition programs. Take ownership of facilitating calibration sessions with key stakeholders and Operations team. Communicate business and product updates timely through e-mails, briefings, newsletters, and other means of contact. Design, develop and implement monthly product knowledge assessment and pop-up quizzes assessing the common errors, new updates and general product knowledge. Analyse customer feedback received through post call survey and NPS. Share relevant feedback with stakeholders for process and product enhancement. Provide constructive feedback and coaching to agents to support their development. Investigate the post flight complaints and manage the companys waivers, errors log/records and provide weekly/monthly reports which drives continuous measurable reduction in errors/complaints. Adhere to company regulatory requirements such as data protection, data privacy etc. and ensure full adherence from team. Perform other lawful Ad hoc tasks as and when delegated by the management. Quality Assurance for Accounts Receivables (AR) Conduct audits on customer invoices to ensure accuracy. Identify and rectify billing discrepancies and errors. End to end knowledge in billing process. Provide recommendations for process improvements to enhance collections efficiency. End to end Knowledge in Accruals Quality Assurance for Accounts Payables (AP) Verify supplier invoices and payment accuracy through regular audits. Post invoices in the system, PO(purchase orders) and Non-PO. Knowledge to manage Vendor Query , payment files, aging report. Identify anomalies or fraud risks and suggest corrective actions. Support reconciliation efforts and assist in streamlining payment processes. Procurement Quality Checks , Audit vendor selection and procurement transactions for compliance and efficiency. Update the Purchase Orders in the System towards the vendor for posting of invoices. Segregation of invoices. Ensure adherence to procurement policies and ethical purchasing standards. Analyse procurement KPIs to improve sourcing and purchasing effectiveness. Pricing Quality Analysis, Conduct pricing audits and verify pricing structures against approved guidelines. Identify discrepancies and potential revenue leakage in pricing models. Evaluate cost data, competitor benchmarks, and market trends for pricing optimization. Collaborate with finance and sales teams to enhance pricing strategies. Meal Ordering Associate, Accurately input order items in the System. Collaborate with Unites to get the missing BB. Finalize all the flights to ensure the billing is managed. Trainer Key Responsibilities: Design and Develop Learning Programs: Define parameters of the learning program by clarifying the purpose and type of learning program with key stakeholders. Develop program content by researching, developing and documenting specific subject matter content according to dnata Global curriculum standards. Structure the learning program by breaking the content into manageable segments and documenting the timeframe for each segment. Determine and confirm delivery strategies and required assessment methods and tools. Document complete learning programmes in line with organisational requirements, review with key stakeholders and adjust as required. Training Delivery and Effectiveness: Deliver training programmes demonstrating work-skill instruction, facilitated learning or group based learning. Establish and implement delivery methods by identifying the context for learning, individual learning styles and learner characteristics. In all cases ensure the delivery of a safe learning environment. Maintain, develop and review the delivery method to support and reinforce new learning, building on strengths and identifying areas of development. Monitor learner progress using measures to ensure learners are acquiring new technical skills, generic skills and knowledge. Plan and Conduct Assessments: Plan, design and develop assessment activities with relevant stakeholders to meet regulatory or organisational requirements as appropriate. Select assessment methods that support the collection of defined evidence. Contribute to assessment by discussing and confirming with the learner the context, including learners’ characteristics and any need for reasonable adjustments. Assess competence by examining the collected evidence and evaluating to ensure it reflects the evidence required to demonstrate competence. Provide clear and constructive feedback to learners regarding the assessment decisions and develop any follow-up action plans required. In addition to Subject matter knowledge, the following Skills are required: Good interpersonal skills Outstanding written and verbal English language Intermediate / Advanced Microsoft PowerPoint Ability to read and interpret a range of documentation, including technical and subject matter specialism. Good presentation skills Qualifications & Skills: Bachelor’s degree in finance, Accounting, Business Administration, or a related field. 3+ years of experience in financial auditing, quality assurance, or procurement analysis. Strong analytical skills with a keen eye for detail. Advanced Excel skills. Knowledge of AP, AR, procurement policies, and pricing strategies. Effective communication skills for reporting findings and collaborating with teams. Role & responsibilities Preferred candidate profile
