Quality and Training Manager

17 hours ago


Dubai, Dubai, United Arab Emirates Kitopi Full time
Empower and Inspire: Develop, Train, and Coach Teams

As a Quality and Training Manager at Kitopi, you will be responsible for developing, training, and coaching teams to ensure consistent quality and service levels. You will instill a culture of care and excellence, empowering your team to deliver exceptional customer experiences.

Create Tailored Programs

You will design programs to improve performance, quality, complaint handling, and retention using advanced training techniques. This will involve creating customized training materials and delivering them to teams across all contact center sites.

Leading and Innovating

You will implement a comprehensive leadership and management training program to develop skills across all contact center sites. You will also build and enhance training courses and tools for leadership and management skills, addressing needs and gaps.

Enhancing Digital Experiences

You will develop training materials for digital and e-service teams to create excellent online interactions and customer experiences. This will involve providing training and coaching methods to team managers and coaches, offering offline training, in-person workshops, and e-learning materials.

Continuously Improving

You will evaluate training program effectiveness, adjust based on feedback, and develop initiatives to increase employee engagement and development. You will also create a quality assurance process and scorecard to identify gaps and improve processes and agent efficiency.

What We're Looking For
  • Over 5 years of experience in contact center training
  • Expertise in delivering training programs for customer service, retention, digital service, and back-office teams
  • Skilled in setting up quality measures and processes
  • Bachelor's degree in business administration or a related field
  • Accredited degrees from international training academies
  • Experience in onsite and digital training delivery
  • Excellent presentation and leadership skills
  • Proficiency in Arabic is a plus
Benefits
  • Extensive learning opportunities with hard and soft skill training to help you improve and challenge yourself
  • Be involved in customized workshops run by the Kitopi Academy
  • Have the chance to work in an international, diverse, and inclusive environment
  • Get the flexibility to work from anywhere, including international locations
  • Become part of one of the most caring communities out there
  • Free and unlimited access to a nutritionist
  • No Dress Code (T&C applies)
  • The famous team activities and social events bursting with fun
  • Inclusive private health insurance
  • Up to 50% discount on Kitopi brands
  • Annual leave as per the company policy
  • Flexible working hours to support work-life balance
Additional Benefits
  • Wellness spaces designed for mothers inclusive for all
  • Monthly well-being programs to nurture your mental and physical health
  • Informative and empowering webinars to support your growth
  • Social Thursdays and Fridays across markets to gather and connect with colleagues


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