Quality Assurance & Training Manager
Swvl -
Maadi, CairoPosted 5 years ago345Applicants for1 open position
- 87Viewed
- 13In Consideration
- 69Not Selected
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