Quality and Training Manager

4 weeks ago


Dubai, Dubai, United Arab Emirates Kitopi Full time
Position Overview

As a Quality and Training Manager, you will play a pivotal role in fostering a culture of excellence and care within our teams. Your expertise will guide the development and implementation of training programs that enhance performance and service quality.

Key Responsibilities
  • Empower Teams: Cultivate and mentor teams to ensure exceptional quality and service standards, promoting a culture of excellence.
  • Program Development: Create and implement tailored training initiatives aimed at improving performance, complaint resolution, and customer retention through innovative training methodologies.
  • Leadership Training: Establish a comprehensive leadership and management training framework to enhance skills across all operational sites.
  • Innovative Education: Design and refine training courses and resources for leadership and management, addressing specific needs and gaps.
  • Digital Training Enhancement: Develop training materials for digital and e-service teams to ensure outstanding online customer interactions.
  • Coaching and Mentoring: Provide effective training and coaching strategies to team leaders, including offline training, in-person workshops, and e-learning resources.
  • Continuous Improvement: Assess the effectiveness of training programs, adapt based on feedback, and initiate strategies to boost employee engagement and development.
  • Quality Assurance: Establish a quality assurance framework and performance scorecard to identify areas for improvement and enhance agent efficiency.
Qualifications
  • Minimum of 5 years of experience in contact center training.
  • Proven expertise in delivering training programs for customer service, retention, digital services, and back-office operations.
  • Strong skills in establishing quality measures and processes.
  • Bachelor's degree in business administration or a related discipline.
  • Accredited qualifications from recognized international training institutions.
  • Experience in both onsite and digital training delivery.
  • Exceptional presentation and leadership capabilities.
  • Proficiency in Arabic is an advantage.
Benefits
  • Access to extensive learning opportunities, including hard and soft skill training.
  • Participation in customized workshops facilitated by the Kitopi Academy.
  • Engagement in a diverse and inclusive international work environment.
  • Flexibility to work remotely, including international locations.
  • Membership in a caring community.
  • Complimentary and unlimited access to a nutritionist.
  • No formal dress code (T&C apply).
  • Participation in team-building activities and social events.
  • Comprehensive private health insurance.
  • Discounts of up to 50% on Kitopi brands.
  • Annual leave in accordance with company policy.
  • Flexible working hours to promote work-life balance.
Additional Offerings
  • Wellness spaces designed for all, including mothers.
  • Monthly well-being programs to support mental and physical health.
  • Informative webinars aimed at personal and professional growth.
  • Social events on Thursdays and Fridays to foster connections among colleagues.


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