At Emirates Group, our Global Contact Centres are the first point of support for millions of travellers. These teams help deliver exceptional service across every channel, ensuring a smooth and satisfying customer journey. As a Training and Quality Manager, you will lead service excellence by developing impactful training strategies, driving quality assurance, and empowering multicultural teams across various sites.
Location: Dubai, United Arab Emirates
Department: Emirates Global Contact Centres
Job Code: 18771
Application Deadline: 17 June 2025
Your Role and Responsibilities
- Lead and implement strategic training programs to boost customer service, employee engagement, sales, and product knowledge
- Define and maintain service standards across multiple locations and ensure brand consistency
- Integrate modern learning technologies to improve retention and operational efficiency
- Collaborate across departments to maintain seamless service delivery and shared goals
- Translate customer feedback into actionable improvements across operations and experience
- Create and track KPIs that reflect training effectiveness and service excellence
- Drive change and innovation within the contact centre ecosystem to support business growth
Who You Are
- A bachelor’s degree or equivalent (12+3 education)
- 8+ years of experience in commercial or customer service environments, especially contact centres
- Strong expertise in training program development, delivery, and governance
- Experience in airline, reservations, or contact centre operations
- Proven success in leading multicultural teams and implementing change initiatives
- Knowledge of customer experience strategy, innovation, and performance management
Salary & Benefits of Training and Quality Manager
- Tax-free salary with performance-based growth
- Travel perks with Emirates Group: discounted global flights and hotel stays
- Generous leave, life insurance, and healthcare coverage
- Access to premium facilities and career development in Dubai, a vibrant and fast-growing global city
👉 Discover more about the work culture and lifestyle in the UAE on our careers page: www.emirates.com/careers
Application Process
Apply now via the official Emirates Group Careers portal.
Qualified candidates will complete a HireVue video interview and may be invited to a final hiring round with our leadership team. Our onboarding team will ensure a smooth start if you are selected.
