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Manager, Quality and Training

4 months ago

Dubai, United Arab Emirates Atlantis The Palm Full time

Manager, Quality and Training
(10411)

At Atlantis, we exist to bring the extraordinary to every holiday and experience through connection, empowerment, precision, care and warmth. Inspired by the majesty and mystery of the ocean, Atlantis resorts are unique destinations full of life, wonder and surprise, where we seek to exceed our guests’ expectations at every possible turn.

Nestled between the calm turquoise waters of the Arabian Gulf and the majestic Dubai skyline, Atlantis, The Palm is the crown of the world-famous Palm island in Dubai. With a sense of exhilaration and discovery, we create unforgettable memories by providing guests the opportunity to discover an extraordinary world filled with thrilling adventures. Whether we are designing a couple’s retreat or serving the extraordinary in one of our award-winning celebrity chef restaurants, we approach everything with imagination to spark a sense of courage, inspiration and innovation. This is not simply our job, it’s our passion.

Are you passionate about delivering exceptional customer experiences? Do you have a knack for quality control and training?

Atlantis The Palm Contact Centre is seeking a dynamic and experienced individual to join our team as a Manager of Quality and Training. As one of the leading hospitality brands in Dubai, we take pride in providing outstanding service to our guests, and you will play a crucial role in ensuring that our call centre team is equipped with the necessary skills and knowledge to deliver excellence.

**About The Role**
- Design and build a scalable and fit for purpose training program incorporating both departmental and developmental training plans.
- Build and maintain a quality framework which incorporates all aspects of evaluations, coaching and calibration.
- Design a process and oversee the effective management of a KB (knowledge Bank), SOP’s and all training documents ensuring they are accurate and fully up to date.
- Continually promote the importance of quality and training to maintain the highest standards of service.
- Lead a team of training managers, team leaders and quality agents.
- Build and maintain a succession plan to ensure consistency and continuity within the team.
- Manage the day-to-day operations of Quality & Training providing guidance, encouraging teamwork, and facilitating related professional work processes in order to achieve high performance standards.
- Lead by example ensuring that the quality and training teams are a model of good practices.

**About You**
- Minimum 3 years’ experience in Hotels, Call Centre operations and reservations or quality training
- Graduate in any discipline
- Effective communication skills (both written and verbal)
- Experience of working in a fast-paced environment
- Strong attention to detail, quality, and accuracy imperative
- Excellent people skills

Atlantis Dubai is an iconic entertainment destination comprised of two world-class resorts; Atlantis, The Palm and Atlantis, The Royal; offering an unbeatable opportunity for you to grow and develop in your career. Join a team that is adventurous, creative, warm-hearted and extroverted. We believe in making our guests happy beyond anything they have ever imagined. We wow them at every turn and create memories that will last a lifetime. You will be at the heart of this vision, to constantly innovate to deliver Amazing Experiences and Everlasting Memories.