Description :
JOB DESCRIPTION: Training and Quality Assurance
35-36 age only max
One side cab
Huge incentives plans
Oversee the entire Quality Assurance and Training department and all the activities pertaining to these activities.
Job Duties and Responsibilities
· Design, implement and monitor the Quality Assurance formats and standards.
· Design, approve, and evaluate all training programs, and training materials.
· Meet all client agreed upon KPIs and performance parameters.
· Ability to observe, analyze and give constructive feedback.
· Basic knowledge of six sigma and quality tools.
· Conduct and analyses TNA (Training Needs Analysis) for Quality Assurance team and provide quarterly/annual training plan to develop QA skills.
· Provide feedback to section managers on training/coaching requirement for their employees
· Provide external training budget estimate for management approval and to be incorporated in company’s annual budget.
· Coordinate with the operations team to ensure all required KPIs are met.
· Build and develop strong inter-personal relationships with the team, to cohesively bond them together with the company and integrate them with the vision and core values.
· To embody the spirit of excellence through team building, leadership and sound people management skills.
· To identify areas of development and under performance and take corrective actions.
· To be directly responsible towards fostering the development of the team by motivating them and ensuring career advancement.
· To be a single point of contact with the team and the senior management through effective communication on key deliverables.
· To ensure quality reporting and work with operations to build highly effective measurement and reward system based on data.
· Participate in client monitoring and QA programs; and identifying client expectations and needs.
· Build QA action plans based on clients’ needs and expectations.
· Communicating with Supervisors and Managers from all departments regarding the company’s operations and activities on every project.
· Determine and identify individuals training needs.
· Support performance management systems in order to enhance company’s people performance.
· Prepare and analyses internal and external quality reports.
· Manage QA team members’ performance reviews and comments.
Minimum Experience: 1+ Years of Experience in a role at the contact center and experience in audit and/or quality management in international sales
Skills:
Communication Skills:
· Strong verbal and written communication skills in English Language
Personal Skills:
· Outspoken team player
· Excellent influencing skills
· Ability to work under pressure
· Ability to multi-task
· Ability to deal effectively and patiently with others
· Customer service oriented
· Problem analysis and solving skills
· Detail oriented
· Strong knowledge of customer care processes and techniques
· Coaching and mentoring
· Analytical and logical reasoning & numerical skills.
Managerial Skill:
· Time management skills
· Handle problems quickly and efficiently
· Excellent knowledge of basic computer tools (e.g. Internet, email)
· Leadership skills
· Excellent motivator