Training and Quality Manager

Confidential Company - Maadi, Cairo

Applicants for
1 open position
Experience Needed:
More than 8 years
Career Level:
Job Type:
Full Time
Arabic, English
1 open position
About the Job

Role and Responsibilities:

  • Oversee all training and quality operations for the contact center.
  • Manage a team of training and Quality TL’s to drive process training, soft skills training and sales training
  • Drive contact center performance through training and quality programs and operations
  • Provide Training and quality support, development of metrics and dashboards in line with customer requirements
  • Strengthen and drive Transaction monitoring and Training quality management processes/framework to improve functional performance
  • Consult and partner with stakeholders to ensure business goals are supported by the training and quality operations.
  • Manage the development and creation of new quality programs that support the business strategy and keep in line with the quality framework and guiding principles
  • Manage and schedule the training requested and ensure an efficient training calendar
  • Work closely with client managers to ensure successful promotion of new learning programs, curriculum and training techniques.
  • Coach, train and certify Quality & Training teams to achieve client SLA's
  • Monitor the overall functioning of the training processes, identifying improvement areas and implementing adequate measures to maximize process accuracy level.
  • To be responsible for meeting all agreed client SLA's and performance parameters
  • Analytical and logical reasoning & numerical skills
  • Ability to observe, analyze and give constructive feedback
  • Firming of quality Parameters and Targets for each process
  • Ability to coordinate with the operations team to ensure all parameters are met and integrate them with the vision and core values
  • To identify areas of concern and under performance and take corrective actions
  • To develop strong interpersonal relationships with the team, to cohesively bond them together with the company
  • Monitoring the overall functioning of the training processes, identifying improvement areas and implementing adequate measures to maximize process accuracy level.
  • Ability to identify training needs of quality teams and accordingly impart training to team members
  • Responsible for Training & Certification of all Trainers as per Client Process
Job Requirements
  • Professionally qualified (Master / Graduate Degree)
  • 8+ years of relevant job experience in the BPO industry.
  • Preferred: Certified & Trained on Black Belt / Green Belt
  • Demonstrated success in Transactional Quality
  • Exposure to different improvement frameworks like Six Sigma, Lean etc.
  • Strong communication & facilitation skills in English & Arabic.
  • Flexible approach to tackling projects
  • Drive continuous improvement program across processes
  • Possess & demonstrate thought leadership
  • Strong Process Knowledge and Compliance to Multiple Audit Postures

Soft Skills:

  • Strong analytical skill- ability to work with huge volume of data using statistical tools
  • Good Presentation skills
  • Ability to manage multiple Clients
  • Should be extremely hands on & Innovative