Quality Assurance & Training Manager

Key Task

Customer Service Quality

v Manage key stakeholders effectively

v Ensure that there is contingency across all functions.

v long term resource planning and recruitment plan to be maintained end to end and according to agreed principals.

v Lead new and continuing quality initiatives of the quality program

v Develop quality standards including the creation and implementation of quality monitoring evaluation methodologies that support improved customer experience efforts across all departments with direct customer interaction.

v Ensure consistent standards and guidelines are used for all customer contacts whether onsite or through vendor partners.

v Work in collaboration with the business desk team, customer service, and quality staff to identify improvement opportunities.

v Prepare quality program reports and trending and analysis

v Perform quality monitoring activities, including regularly screening incoming and outgoing customer calls, reviewing written responses (e.g. social media and e-mail), and quality control testing to ensure that customer activities are being handled professionally, knowledgeably, and in accordance with company policies and procedures.

v Regularly report to the call center management team on employee performance

evaluations specific to observations conducted through quality monitoring and screening activities.

v Learn new products, services and programs and work with the appropriate organizational leaders to customize and/or update Quality Management standards and forms as needed for each supported department

v Recruit, lead and manage the in-country Quality Assurance Analysts

Training Management

v Ensure the conduction of needs analysis on all the touch points.

v Manage the design, compilation and update of training materials, gathering inputs from all relevant stakeholders.

v Prepare training facilities and ensure delivery of training programs.

v Design and manage online learning material and assessments i.e. Knowledge portal, LMS.

v Deliver Training feedback to managers and supervisors.

v Compile and manage training administration, schedule/calendar and training reports

v Ensure and Evaluate training of the outsource partner's staff.

v ToT planning and execution for the outsource partners trainers.

v Develop a training plan for Operational projects.

v Manage and implement projects.

v Conduct Training Quality Assurance checks based on Training done at the various touch points

v Develop, recommend, manage & maintain training quality standards

v Support and maintain the training data base.

v Support the Regional Teams on Training initiatives, execution and monitoring including recruitment of regional trainers, ToT and Certification.

v Specific training material preparations to meet specific needs and requirements from various stakeholders.

v Monitoring and evaluation of training effectiveness

v Refresher training planning, coordination and execution

v Updating of information on the Knowledge base portals including TUMI

v Monitoring knowledge base usage.

v Coordination and Monitoring of the MultiChoice Academy portal usage and corporate reports.

v Coordinating with HR on induction training for new employees.

v Coordination and collaboration with the corporate training teams for the purposes of in country training initiatives, partnership with corporate for interventions and support to other countries as and when required.

v Weekly and monthly training reports to the Head of CX and Care.

v Monitoring of the uptime for Clarity UAT environment and resources.

v Overall responsibility for training resources in country including training rooms and training devices - upkeep, kitting and custody of the designated training room and training room materials including decoders, PA systems, Screens etc.

v Recruit, lead and manage the in-country training teams.

QUALIFICATIONS & EXPERIENCE

v Minimum first degree in social sciences or a business-related field

v An additional focused Call Centre qualification and/or in Customer Services Management will be an added advantage

v 5 years of working experience at the Call Centre or in the Service Industry with some supervisory level experience

v Experience at technology-oriented service firms; Mobile telephony, BPO call centres, etc. will be an added advantage

v Excellent interpersonal skills

v Ability to motivate to produce results

v Excellent oral and written communication skills

v Dependability

v Multi-tasking

FUNCTIONAL COMPETENCIES

v Coaching

v Written and Verbal communication (letter writing, report writing)

v Computer skills (MS Word, Excel, PowerPoint)

v Problem solving and decision making

v Information sharing

v Drive for results

v Planning and organizing

v Attention to detail

v Team building

v Interpersonal skills

v Influencing skills

v Trend analysis

v Numeracy skills

v Motivating

BEHAVIORAL COMPETENCIES

v Initiative

v Drive

v Withstanding Pressure

v Assertiveness

v Cultural Sensitivity

v Approachability

v Time Flexibility

v Empathy

v Service Orientation

v Resilience

v Leadership (Firm, Authoritative)

v Self-insight / Awareness

v Good Judgement