Job Openings Quality Assurance & Training Manager

About the job Quality Assurance & Training Manager

Job Scope

Oversee the entire Quality Assurance and Training department and all the activities pertaining to these activities.

Job Duties and Responsibilities
  • Design, implement and monitor the Quality Assurance formats and standards.
  • Design, approve, and evaluate all training programs, and training materials.
  • Meet all client agreed upon KPIs and performance parameters.
  • Ability to observe, analyze and give constructive feedback.
  • Basic knowledge of six sigma and quality tools.
  • Conduct and analyze TNA (Training Needs Analysis) for Quality Assurance team and provide quarterly/annual training plan to develop QA skills.
  • Provide feedback to section managers on training/coaching requirement for their employees
  • Provide external training budget estimate for management approval and to be incorporated in company’s annual budget.
  • Coordinate with the operations team to ensure all required KPIs are met.
  • Build and develop strong inter-personal relationships with the team, to cohesively bond them together with the company and integrate them with the vision and core values.
  • To embody the spirit of excellence through team building, leadership and sound people management skills.
  • To identify areas of development and under performance and take corrective actions.
  • To be directly responsible towards fostering the development of the team by motivating them and ensuring career advancement.
  • To be a single point of contact with the team and the senior management through effective communication on key deliverables.
  • To ensure quality reporting and work with operations to build highly effective measurement and reward system based on data.
  • Participate in client monitoring and QA programs; and identifying client expectations and needs.
  • Build QA action plans based on clients’ needs and expectations.
  • Communicating with Supervisors and Managers from all departments regarding the company’s operations and activities on every project.
  • Determine and identify individuals training needs.
  • Support performance management systems in order to enhance company’s people performance.
  • Prepare and analyze internal and external quality reports.
  • Manage QA team members’ performance reviews and comments.

Minimum Qualifications : 
Bachelor's degree in any related field.
Training : Customer Relation Management, Quality assurance and control is a strong plus and
ToT (Train of Trainer).
Minimum Experience : 8+ Years of Experience in a role at the contact center and experience in audit and/or quality management

Skills:

Communication Skills:
  • Strong verbal and written communication skills in both Arabic and English Language

Personal Skills:
  • Outspoken team player
  • Excellent influencing skills
  • Ability to work under pressure
  • Ability to multi-task
  • Ability to deal effectively and patiently with others
  • Customer service oriented
  • Problem analysis and solving skills
  • Detail oriented
  • Strong knowledge of customer care processes and techniques
  • Coaching and mentoring
  • Analytical and logical reasoning & numerical skills.

Managerial Skill:
  • Time management skills
  • Handle problems quickly and efficiently
  • Excellent knowledge of basic computer tools (e.g. Office suite, Internet, email)
  • Leadership skills
  • Excellent motivator

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