Quality and Training Manager
4 weeks ago
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.
- 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.
- 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.
- 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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Quality and Training Manager
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