Training and Quality Lead
1 week ago
**Justlife** is rocking the region with its beautifully designed home services app and looking for brilliant minds and skilled professionals who can think outside the box and have a limit that defies the sky.
Do you envision shaping the future of home services in one of the fast-growing tech companies based in Dubai?
Then, don't lose another second Come onboard and be a part of this exciting adventure of growth and success and take over a key role in** Training and Quality Lead - Contact Center.**
Join us and just shine with us let’s become **everydaybetter**, together
**What we expect from you**:
- Determine the training needs of call center operations, develops and administers training programs to meet those needs
- Lead a team of multiple contact center trainers inhouse and Outsource
- Establish standardization and documentation of team processes and procedures
- Review and update team protocols and other reference materials periodically
- Manage a team of multiple Quality Analysts at the contact centers, establishing processes and procedures, roles, work standards, work product schedules and delivery timelines, performance objectives, and enforcement through regular oversight.
- Direct and coordinate quality programs, and quality personnel to ensure customer satisfaction and performance standards are met with optimum efficiency.
- Create, develop and implement tools and other methods to constantly improve quality, efficiency and ultimately drive the customer satisfaction
- Monitor and identify gaps in daily operations including customer service activities and interactions, payment processing, records management, data collection, reporting and staff management.
More specifically, as a Training and Quality Lead, you will:
- Implement and deliver coaching and improvement programs, for Agents, Supervisors and Team Leaders
- Create and maintain engaging training and coaching materials
- Ensure the team are aware of any product developments, business campaigns and processes updates, and how this impacts their work.
- Build strong relationships with the Team Leaders and other departments
- Develop quality assurance plans by identifying control points and preventive measures, monitoring procedures, corrective actions, and verification procedures.
- Create analytical reports, linking quality performance and customer satisfaction, in order to define and implement relevant actions plans
- Develop, document, implement and ensure compliance with consistent quality standards, procedures, and specifications as outlined in the Quality Management Plan.
- Manage and update knowledge management systems in line with the quality standards and protocols, product, and process changes
- Cross-departmental collaboration, projects, and trainings
- Present findings in managers meetings and suggest improvement measures
**Who we are looking for**:
- Bachelor's degree from an accredited university
- 7+ years of related Call Center experience, Quality assurance and Training.
- Demonstrable experience in a similar role, ideally in a digital business and eCommerce
- Previous experience delivering training or coaching from junior team to Train the trainer programs
- Excellent verbal, written, and interpersonal communication skills
- Outstanding customer service skills and dedication to providing exceptional customer care
- Excellent presentation skills in small or big groups “face to face and virtual”.
- Focus on quality and customer service
- Exceptional listening and analytical skills
- Solid time management skills
- Must be able to effectively deal with people at all levels inside and outside of the Company
- Creative ability & writing proficiency
- Ability to multitask and successfully operate in a fast-paced, team environment
- Must adapt well to change and successfully set and adjust priorities as needed
- Bilingual a plus (Arabic and English)
**PERKS OF BEING A PART of JUSTLIFE**
No benefit would replace the start-up spirit, working with a great team, and entrepreneurial working environment However, we also have benefits like:
**We care about you**
- Structured and predictable salary progression
- Flexible working hours and remote working depending on the job
- JustHoliday One-day extra vacation on your birthday
- Team-building games, challenges, and activities
**We improve you**
- Working with a great team and entrepreneurial spirit
- Continuous learning with mentorship, coaching, on-the-job, and internal-external training
- Fast career growth
- Internal career opportunities
**We recognize you**
- ‘’JustHeroes’’ Reward and Recognition Program
- Discounts and gifts vouchers
- Employee Referral Program
**About Us**:
Justlife (previously Justmop) is the Middle East’s leading marketplace for home cleanings, beauty & wellness, and other homes services such as maintenance and laundry. Justlife’s long-term vision is to become a super app for everything related to home services.
Since our inception
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