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    CS Training QA Manager - Cairo, مصر - Nok Human Capital

    Nok Human Capital
    Nok Human Capital Cairo, مصر

    منذ أسبوع

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    وصف

    NOK Human Capital is hiring CS Training & QA Manager for IntouchCX a global BPO leader in customer support industry.

    About The Job

    We are seeking a Training and Quality Manager to deliver extraordinary results for our clients. Working closely with multiple departments this role is responsible for identifying areas of opportunity developing solution plans coaching team members and ensuring key metrics are achieved. Were looking for a leader who has the vision experience and passion to contribute to our culture and the success of our clients.

    As CS Training & QA Manager You Will

    Proactively solicit and provide feedback by being honest and transparent

    Plan develop and implement comprehensive professional development and training plans

    Promote an inclusive learning environment and facilitate staff meetings

    Set and provide direction of new initiatives opportunities and foster best in practice training and professional development

    Provide coaching to global staff in quality assurance and training to support superior performance

    Responsible for the effective selection development supervision evaluation and training of direct reports

    Perform routine audits and track call performance

    Become the Subject Matter Expert (SME) and provide insight on behaviors patterns and quality compliance to the Operation Managers

    Assist with or conduct training to keep the team updated on changes that may occur in information or procedures

    Assign and monitor workload and performance of Trainers and Quality Analysts

    Participate in calibration sessions and ensure Quality Analysts complete timely calibration evaluations

    Address inconsistent scoring through coaching and assist with facilitation exercises as assigned

    Identify and document any training and/or quality performance issues and escalate them to the Operations Manager as appropriate

    Work with client and Operations Manager to perform corrective action

    Deliver corrective disciplinary upskilling and coaching action as appropriate and per company policy

    As CS Training & QA Manager You Have

    3 years of leadership experience preferably in the customer service industry within the training and/or quality functions

    University degree in related discipline

    Demonstrated progressive leadership and management skills preferably in a contact center environment

    Experience leading teams in a global capacity

    Experience working in a fast paced environment across multiple locations globally

    Strong verbal and written communication skills

    Exceptional organizational and time management skills must be able to multitask and prioritize

    Superior analytical skills problem solving and decision making skills

    Demonstrated understanding of adult learning principles and/or training methodologies (ILT eLearning etc.)

    Understanding of continuous improvement plans

    Good understanding of business acumen

    Independent thinker

    Excellent presentation skills

    If you match the above criteria send your CV to mentioning CS Training & QA Manager in the subject line

    Remote Work :

    No

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