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