Manager - Quality and Training (Contact Center)
منذ 5 يوم

What You'll Do

  • Responsible for the development, training, and coaching of all teams to ensure consistency of quality and service levels across all contact center sites, instilling a culture to provide quality care, sales through service, first call resolution, great onboarding experience, and win back.
  • To develop tailored programs to improve performance, experience, quality, complaint handling, and retention using advanced training techniques and coaching methods.
  • Responsible to accomplish a full leadership and management training and coaching program, in order to develop all contact center leadership and management skills across sites.
  • Build and improve training courses and other tools for leadership and management skills. This involves assessing needs, defining gaps and design objectives, coaching techniques, and developing methods of assessment.
  • Responsible for digital and e-service team development, to create and design an excellent online interaction and great customer experience training materials.
  • Responsible for understanding the importance of digital channels and strategies to transfer knowledge, and the ability to enhance live interactions, content, email to drive customer engagement, community management, and provide high service levels.
  • 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 evaluate the effectiveness of training programs, review performance / quality assurance evaluations, and repeat call reasons to continuously adjust and shape training programs.
  • 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.
  • To work with contact center and product teams to improve process gaps and agent efficiency.
  • To create performance testing and evaluation processes that enhance the learning environment professionally.
  • What Are We Looking For?

  • Over 5 years’ experience in the contact center training field.
  • Experience in delivering training programs for customer service, retention, digital service and back-office contact center teams.
  • Experienced in setting up quality measures and processes for contact center teams.
  • Has a bachelor degree in business administration or a related major.
  • Has accredited degrees from international training academies.
  • Experienced in delivering training programs on site and through digital channels.
  • Excellent presentation skills.
  • Strong leadership skills.
  • Ambitious and self-motivated.
  • So, what does it really mean to work at Kitopi? We are constantly striving to make Kitopi the best place to work, in the world.

    We want to empower you to be the best version of yourself every single day - we wouldn’t have it any other way. Our Kitopi values act as our guiding principles to help ensure that everyone feels safe, included, and that they belong.

    While we have offices in 6 countries, we are over 75 different nationalities of talented Kitopians. We celebrate our rich diverse backgrounds, lifestyles, and cultures and have a 0 tolerance policy against racism, bigotry, and hate.

    Along with offices in all the markets we operate in, we also believe in a work from anywhere policy - you get to choose the environment you operate in because we believe that will help you deliver work you’re proud of.

    Tech-enabled and customer-obsessed, at Kitopi, we are a team of passionate humans who are on a mission together to satisfy the world’s appetite.

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