Manager - Quality and Training (Contact Center)

Kitopi is the region's leading creator and partner for magical food experiences. With a purpose to satisfy the world's appetite to create joy, Kitopi operates a portfolio of both invested and franchised F&B brands, serving as enablers in the food market by helping brands to grow and scale, both in the delivery and dine-in space.

Launched in Dubai, UAE in January 2018, Kitopi has grown to become one of the greatest success stories in the cloud kitchen and food tech space. In July 2021, Kitopi announced its $415 million Series C funding round, led by the world's largest technology-focused investment fund, Softbank Group Corp's Vision Fund 2. This investment catapulted Kitopi to the prestigious Unicorn status, making it the fastest Unicorn to have emerged from the MENA region.

As a leading food company, Kitopi's growth has been fueled by its innovative and scalable software solutions. Kitopi's kitchens are powered by its proprietary Smart Kitchen Operating System (SKOS) - an in-house suite of applications that optimizes cloud kitchen operations in real-time. As part of its growth roadmap, technological innovation, data science, artificial intelligence, and robotics will take center stage as Kitopi continues to reinvent the food industry as we know it today.

With over 6,000 employees, Kitopi currently operates 200+ locations across the UAE, KSA, Kuwait, Bahrain, and Qatar. It operates its global Customer Experience Center in Dubai, UAE, its Engineering Hub in Krakow, Poland, and its Robotics Hub in Odense, Denmark.

• Responsible for the development, training, and coaching of all teams to ensure consistency of quality and service levels across all contact center sites, instilling a culture to provide quality care, sales through service, first call resolution, great onboarding experience, and win back.
• To develop tailored programs to improve performance, experience, quality, complaint handling, and retention using advanced training techniques and coaching methods.
• Responsible to accomplish a full leadership and management training and coaching program, in order to develop all contact center leadership and management skills across sites.
• Build and improve training courses and other tools for leadership and management skills. This involves assessing needs, defining gaps and design objectives, coaching techniques, and developing methods of assessment.
• Responsible for digital and e-service team development, to create and design an excellent online interaction and great customer experience training materials.
• Responsible for understanding the importance of digital channels and strategies to transfer knowledge, and the ability to enhance live interactions, content, email to drive customer engagement, community management, and provide high service levels.
• To teach training and coaching methods "TOT" and skills to the coaches and team managers.
• To provide offline training, training side by side methodology, in-person workshops, and e-learning materials to support a variety of organizational initiatives and business needs.
• To evaluate the effectiveness of training programs, review performance/quality assurance evaluations, and repeat call reasons to continuously adjust and shape training programs.
• To develop and support initiatives that increase employee engagement and development outside of the traditional training environment.
• Responsible for creating a quality assurance process for all functions across the contact center.
• Create a quality scorecard and a scoring process to identify call, knowledge, and training gaps.
• To work with contact center and product teams to improve process gaps and agent efficiency.
• To create performance testing and evaluation processes that enhance the learning environment professionally.

• Over 5 years' experience in the contact center training field.
• Experience in delivering training programs for customer service, retention, digital service and back-office contact center teams.
• Experienced in setting up quality measures and processes for contact center teams.
• Has a bachelor degree in business administration or a related major.
• Has accredited degrees from international training academies.
• Experienced in delivering training programs on site and through digital channels.
• Excellent presentation skills.
• Strong leadership skills.
• Ambitious and self-motivated.

Recruitment Process and Timeline

First, you apply and let our recruiters review your profile. After reviewing, you will receive a link to book a meeting with a recruiter at your convenience to share more about yourself and for us to get to know you better. If you have been shortlisted, you will have the opportunity to meet our hiring managers. Depending on the scope of the role and the function, you may need to attend 2-3 rounds (which might include case study, role-play, trial, or live coding - this will be communicated to you in the initial conversation). Upon successful completion, your recruiter will contact you to discuss the offer. We aim to take you through this process within 2-3 weeks.

Benefits

- Extensive learning opportunities - we offer many hard and soft skills training to help you improve and challenge yourself

- You'll be involved in customized workshops run by Kitopi Academy

- You'll have a chance to work in an international, diverse, and inclusive environment

- You'll be part of one of the most caring communities out there.

- Free and unlimited access to a nutritionist

- No Dress Code (T&C Applies)

- The infamous team activities and social events bursting with fun

- Inclusive Private Health Insurance

- Up to 50% discount from Kitopi brands

- Annual leave as per the company policy

So, what does it really mean to work at Kitopi?

We are constantly striving to make Kitopi the best place to work, by empowering you to be the best version of yourself every day. Our company values act as our guiding principles to help ensure that everyone feels safe, included, and like they truly belong.

Kitopi is an equal-opportunity employer. While we currently operate in 6 countries, we are over 70 different nationalities of talented Kitopians. Whether you are a seasoned professional, a recent graduate, or someone looking to return to the workforce after a break, we encourage you to apply. We celebrate our rich diverse backgrounds, lifestyles, and cultures and have a 0-tolerance policy towards racism, bigotry, and hate. Please apply if you see a position that makes your heart skip a beat and help us build a company that we are all proud to work for.

Along with offices in all the markets we operate in, we also believe in a "work from anywhere" policy - you get to choose the environment you operate in because we believe this will help you deliver work you're proud of.

Customer-obsessed and tech-enabled, at Kitopi, we are a team of passionate humans who are on a mission together to satisfy the world's appetite.