Operations Manager

As an Operations Manager at Provident, you will be a vital part of the Operations Department, responsible to oversee contact center quality assurance programs and establish standards governing customer interactions in one of the most successful and progressive real estate agencies in the UAE.

Key Responsibilities:

• Set quality standards for all customer interactions
• Develop effective quality assurance & compliance processes
• Implement and deliver coaching and continuous improvement frameworks
• Manage and update internal knowledge management systems in line with quality standards
• Develop effective onboarding and training content for new and existing CX Consultant
• Organising quality audits, identifying training needs, and analysing results to support the wider operation
• Creating analytical reports, linking to quality performance and key KPIs to define and implement relevant action plans
• Passionate about o...