Service Quality Officer at Air Arabia Sharjah

Air Arabia is presently hiring for the role of Service Quality Officer with Bachelor degree in Management/ Administration and 2+ years of related working experience at A1 Building Sharjah Freight Center, Sharjah International Airport, UAE. The job main responsibility is to assist in developing, implementing and monitoring the quality performance measures for the contact center team ensuring continuous improvement in service delivery in line with Standard Quality Manual and adopted policies and procedures. The Salary offered by the Company is 6500-7500 AED. Both Males and Females can apply. This job announcement date is 30 Mar 2024.

Responsibilities of Service Quality Officer at Air Arabia

  • Assists in conducting market researches, benchmark, calibration sessions and surveys to identify/implement trends and best practices in service quality management
  • Sets the quality standards based on best practices and business needs to enhance the process flow and working environment.
  • Contributes in developing, implementing, and enforcing the Service Quality Assurance Manual that covers policies and operating procedures for the Contact Center activities.
  • Provides assistance in suggesting, introducing and supervising enhancements to the Quality
  • Assurance processes and procedures to achieve high quality in productivity that leads to enhancing customers’ experience and increasing sales.
  • Supports the Supervisor in guiding, supporting and monitoring the contact center
  • Inbound/Outbound teams’ performance in line with adopted quality standards ensuring policies and procedures are met and adhered to.
  • Assists in Identifying areas for improvement; recommends development plans and training courses to the management and HR.
  • Contributes in driving the contact center teams to achieve better results in sales and customer service through building a positive environment of trust and motivation as well as competition.
  • Applies quality based incentive scheme to maximize productivity and drive the motives of the team.


  • Bachelor 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.
  • 2+ years of related working experience as a Service Quality Officer
  • Proven skills in enhancing performance, achieving targets and increasing sales.
  • Capable of training and coaching individuals and groups on the best practices.
  • Capable for contributing to and implementing function-related policies, procedures and action plans.
  • Capable for analyzing data, identifying pitfalls and recommending cost-effective solutions.
  • Cost-oriented, possesses effective persuasive, negotiation, problem solving and decision making skills.

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