Job Details
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Job Description
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)
- 3+ 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
