Quality and Training Lead

3 weeks ago


dubai, United Arab Emirates Kitopi Mea Full time
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• To develop tailored programs to improve performance, experience, quality, complaint handling, and retention using advanced training techniques and coaching methods.• Responsible for digital and e-service team development, to create and design 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 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. Disclaimer: Drjobs.ae
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