Manager - Quality and Training (Contact Center)

3 weeks ago

Dubai, United Arab Emirates Kitopi Full time

**What You'll Do**:

- 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.
- 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.

**What Are We Looking For?**:

- 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.

  • Manager - Quality and Training (Contact Center)

    3 weeks ago

    dubai, United Arab Emirates Kitopi Full time

    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...

  • Manager - Quality and Training (Contact Center)

    1 week ago

    Dubai, Dubai, United Arab Emirates Kitopi Full time

    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...

  • Quality Analyst

    2 weeks ago

    Dubai, United Arab Emirates Webhelp Full time

    **Training & Quality** **Location** - Dubai, United Arab Emirates*** Job Title: Quality Analyst - Contact Center ( Bilingual - English/ Arabic ) **Job Description**: PREFERRED CANDIDATE QUALIFICATIONS - CURRENTLY AVAILABLE IN THE UAE. - CAN JOIN IMMEDIATELY. Without your expertise, the management team may not understand where it’s going wrong and...

  • Contact Center Manager

    1 month ago

    dubai, United Arab Emirates Samsung Electronics Company Limited Full time

    The Contact Center Manager is responsible for directing, managing, planning, organizing, and implementing departmental goals, objectives and strategies to achieve service excellence and customer satisfaction.Key Objectives:• Efficiently manage SGE’s Regional Call Center operation• VOC & CS_Risk Center operation handling• CQI Index achievemnet(KPIs...

  • Contact Center Manager

    4 weeks ago

    dubai, United Arab Emirates Samsung Electronics Company Limited Full time

    The Contact Center Manager is responsible for directing, managing, planning, organizing, and implementing departmental goals, objectives and strategies to achieve service excellence and customer satisfaction.Key Objectives:• Efficiently manage SGE’s Regional Call Center operation• VOC & CS_Risk Center operation handling• CQI Index achievemnet(KPIs...

  • Quality Analyst

    4 weeks ago

    dubai, United Arab Emirates Precision Hire Solution Full time

    Training & Quality Location Dubai United Arab Emirates Job Title: Quality AnalystContact Center ( BilingualEnglish/ Arabic )Job Description PREFERRED CANDIDATE QUALIFICATIONSCURRENTLY AVAILABLE IN THE UAE.CAN JOIN IMMEDIATELY. As a Quality Analyst you have to execute the daily requirements of the Quality Assurance program for the Contact Center. You will...

  • Quality Analyst

    4 weeks ago

    dubai, United Arab Emirates Precision Hire Solution Full time

    Training & Quality Location Dubai United Arab Emirates Job Title: Quality AnalystContact Center ( BilingualEnglish/ Arabic )Job Description PREFERRED CANDIDATE QUALIFICATIONSCURRENTLY AVAILABLE IN THE UAE.CAN JOIN IMMEDIATELY. As a Quality Analyst you have to execute the daily requirements of the Quality Assurance program for the Contact Center. You will...

  • Quality Analyst

    1 month ago

    Dubai, United Arab Emirates Precision Hire Solution Full time

    Training & Quality Location Dubai United Arab Emirates Job Title: Quality Analyst Contact Center ( Bilingual English/ Arabic ) Job Description PREFERRED CANDIDATE QUALIFICATIONS CURRENTLY AVAILABLE IN THE UAE.CAN JOIN IMMEDIATELY. As a Quality Analyst you have to execute the daily requirements of the Quality Assurance program for the Contact Center. You...

  • Quality Analyst

    4 weeks ago

    Dubai, United Arab Emirates Precision Hire Solution Full time

    Training & Quality Location Dubai United Arab Emirates Job Title: Quality Analyst Contact Center ( Bilingual English/ Arabic ) Job Description PREFERRED CANDIDATE QUALIFICATIONS CURRENTLY AVAILABLE IN THE UAE.CAN JOIN IMMEDIATELY. As a Quality Analyst you have to execute the daily requirements of the Quality Assurance program for the Contact Center. You...

  • Quality Analyst

    1 month ago

    Dubai, United Arab Emirates Precision Hire Solution Full time

    Training& QualityLocationDubai United Arab EmiratesJobTitle: Quality Analyst Contact Center ( BilingualEnglish/ Arabic ) JobDescription PREFERRED CANDIDATE QUALIFICATIONSCURRENTLY AVAILABLE IN THEUAE.CAN JOINIMMEDIATELY. As a Quality Analystyou have to execute the daily requirements of the Quality Assuranceprogram for the Contact Center. You will evaluate a...

  • Quality Analyst

    4 weeks ago

    Dubai, United Arab Emirates Precision Hire Solution Full time

    Training& QualityLocationDubai United Arab EmiratesJobTitle: Quality Analyst Contact Center ( BilingualEnglish/ Arabic ) JobDescription PREFERRED CANDIDATE QUALIFICATIONSCURRENTLY AVAILABLE IN THEUAE.CAN JOINIMMEDIATELY. As a Quality Analystyou have to execute the daily requirements of the Quality Assuranceprogram for the Contact Center. You will evaluate a...

  • Contact Center Manager

    1 week ago

    Dubai, Dubai, United Arab Emirates Samsung Electronics Company Limited Full time

    The Contact Center Manager is responsible for directing, managing, planning, organizing, and implementing departmental goals, objectives and strategies to achieve service excellence and customer satisfactionKey Objectives: Efficiently manage SGE's Regional Call Center operation VOC & CS_Risk Center operation handling CQI Index achievemnet(KPIs Monitoring &...

  • Contact Center Manager

    1 week ago

    Dubai, Dubai, United Arab Emirates Samsung Electronics Company Limited Full time

    The Contact Center Manager is responsible for directing, managing, planning, organizing, and implementing departmental goals, objectives and strategies to achieve service excellence and customer satisfaction.Key Objectives: Efficiently manage SGE's Regional Call Center operation VOC & CS_Risk Center operation handling CQI Index achievemnet(KPIs Monitoring &...

  • Quality Assurance Analyst of Contact Center

    4 weeks ago

    Dubai, United Arab Emirates Global Career Heights (GCH) Full time

    We are GCH Human Resource currently hiring for one of our reputed leading developers in Dubai Location **Designation: Quality Assurance Analyst** **Experience: 1 to 2 years** **Location: Dubai** **Education: Any Graduate Holder** **Salary - 8 to 10 K** - Monitoring quality of calls made received or made by contact center. - Listening to call recordings...

  • Contact/sales Center Manager

    2 weeks ago

    Dubai Silicon Oasis, United Arab Emirates Pinewoods Technology Services FZE Full time

    **Responsibilities**: - Analyze call center statistics and adjust processes to meet or exceed sales goals. - Lead team meetings and provide coaching and motivation to team members. - Prepare work schedules to ensure sufficient coverage. - Develop monthly, quarterly, and annual call center goals and action plans. - Ensure the team is meeting and exceeding...

  • Contact Center

    1 week ago

    Dubai, Dubai, United Arab Emirates ParamInfo Full time

    13286-Contact Center:Experience:3-4Posted:06 Apr,2023Location:United Arab EmiratesKey Responsibilities & Accountabilities:Knowledge of Contact Center-CRM integration Knowledge of API services Quality Management (QM) Work Force Management (WFM) modules Good knowledge of databases like PostgreSQL, MS-SQL Configuration, Management and troubleshooting of SIP...

  • Contact/sales Center Manager

    1 week ago

    Dubai Silicon Oasis, United Arab Emirates Pinewoods Technology Services FZE Full time

    Responsibilities: Analyze call center statistics and adjust processes to meet or exceed sales goals. Lead team meetings and provide coaching and motivation to team members. Prepare work schedules to ensure sufficient coverage. Develop monthly, quarterly, and annual call center goals and action plans. Ensure the team is meeting and exceeding personal and team...

  • Contact Center

    1 week ago

    Dubai, Dubai, United Arab Emirates Mesrkanloo International Exchange Full time

    _Main duties and responsibilities includes:_- Train staff in areas of telephonic customer service and company policies: Overseeing and assessing Call center staff activities, and providing them with regular performancerelated feedback. Strategizing and monitoring daily activities of Contact Center operation. Investigating and solving customer service...

  • Contact Center Officer

    1 week ago

    Dubai, Dubai, United Arab Emirates Mesrkanloo International Exchange Full time

    We are looking for a motivated and self-sufficient Call Center Officer / Supervisor who will take charge of leading and motivating the Contact Centre team.Responsibilities: Handle a high volume of inbound and outbound customer calls professionally and efficiently. Provide coaching, training, and support to team members to uphold high customer service...

  • Opening - Quality Assurance - Contact Center

    1 week ago

    Dubai, United Arab Emirates Sourcing Solution Technologies Full time

    **Job requirements - QA should be able to**: Perform end-to-end testing of customer journeys, including interactions with IVR, call flow, and chatbot systems, in Arabic & English language to identify any usability issues and areas for improvement. Collaborate with product managers, designers, and developers to understand Arabic & English language user...