Quality Analyst | AF Motors HO in Dubayy [Dubai], United Arab Emirates

at Al Futtaim

Minimum Qualification
Bachelor's Degree
Required Experience
1 - 3 years
Employment Type
Full Time
Male or Female

Job Description

Responsible of reviewing the quality of Impact plans.

In charge of preparing monthly reports of Customer & Associate engagement scores, numbers of impact plans uploaded in the system, review quality of plans are on SMART format, review timely updates made by managers in the system.


  • Monitor Impact Plans created by Managers are SMART.
  • Provide assistance to Managers to modify plans into SMART format.
  • Select best practices from Customer & Associate Engagement Impact plans.
  • Prepare monthly Customer Engagement report to communicate CSV scores to Managers
  • Prepare report to select best performers in Associate Engagement.
  • Create regular reporting on status of Impact Plans and Completion league tables to ensure constant focus on engagement.
  • Use industry benchmarks and experience to recommend quality-related practices that can be used throughout the organization.
  • Establish plans to audit and survey a sample of customer service transactions.

Performance Indicators

  • Review all plans uploaded in the system are in SMART format.
  • Ensure all plans are 100% SMART one month after Manager uploaded the plan.
  • Review plans in a monthly basis and select the best performer based on the follow up and implementation.
  • Scores to be communicated in a monthly basis on the 3rd of each month.
  • Monitor performance of scores from wave to wave to see improvement.
  • Weekly reports are created and submitted to the Engagement Manager and to the divisional managers.


Minimum Qualifications and Knowledge:             

  • Bachelor’s Degree or equivalent in Business Management.
  • It is absolutely essential that you possess a quality certificate/degree

Minimum Experience:       

  • Min 1-2 years’ experience in Quality and Analysis

Job-Specific Skills:           

  • Proficient in delivering presentations.
  • Strong analytical skills
  • Proficient knowledge of MS Excel & Powerpoint
  • Comfortable using MS Office and Online resources

Behavioural Competencies:

  • Ability to work under pressure
  • Strong attention to detail
  • Able to focus on a specific task for a long period of time

Other Responsibilities:   

  • Provide support to Quality Manager
  • Ensure that all required information is provided completely, accurately, and timely to Branch managers
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