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Quality Assurance & Training Manager

Swvl
Maadi, Cairo
Posted 5 years ago
345Applicants for1 open position
  • 87Viewed
  • 13In Consideration
  • 69Not Selected
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Job Details

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Job Description

Quality Assurance

  • Design and build a scalable QA framework
  • Implement framework to monitor and analyze a sample of our interactions that come in through email, zen desk tickets, Facebook, phone and google play across our full Customer & Captain Care team with 100+ FTE
  • Work with management to implement quality assurance standards
  • Create procedures for recording and reporting quality data
  • Create regular performance assessments for all employees
  • Delivery of quality assurance information to key stakeholders in an effort to improve the overall customer / Captain experience
  • Analyze data to identify trends and areas for improvement
  • Prepare reports to communicate outcomes of quality activities
  • Provide feedback to Team leaders/Management and management in a timely manner
  • Assessment of Agents’ DSAT ratings and initiatives for improvement.
  • Responsible for continuously updating Knowledge-base through working closely with Team Leaders
  • Devise communication channel for quality inquiries from agents
  • Periodically enhance communication macros.
  • Constantly suggest & drive product & process improvements
  • Grading, calibrating and coaching agents

Training

  • Create new employee Induction/on-boarding Training Program
  • Build Training material for different segments of Customer Care Department
  • Work closely with HR on yearly Employee Development Plan with budget requirements.
  • Identify training needs and organize trainings to meet quality standards
  • Manage QA team for coaching of agents
  • Prepare and present reports on training program KPIs.
  • Assess employees’ skills, talents, performance and productivity and prepare written evaluations with advice for improvement
  • Identify areas of development in employees/processes and communicate to concerned parties

Job Requirements

Desired skills:

  • 7 years of overall experience, 3+ years experience managing a Quality Assurance & Training program, preferably in a contact center environment
  • Knowledge of quality assurance tools, concepts and methodologies, preferably in a contact center environment
  • Strong written and verbal communication skills
  • Self-motivated with excellent time management and organisational skills
  • Excellent at connecting with internal and external stakeholders
  • Good knowledge in various training and teaching methods.
  • Good knowledge of talent management
  • Proficiency in MS Office
  • Plus if worked on Zen desk system

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