Manager Quality and Training Full-time Job

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.

Kitopi is a tech-powered, multi-brand restaurant. Founded in January 2018, our mission is to satisfy the worlds appetite. We currently partner with over 200 brands, across UAE, Bahrain, KSA, Kuwait and Qatar, operating 200+ kitchens.
Our smart kitchen operating system (SKOS) - built in house, ensures speed and efficiency, in all our operations, across the business, with a focus on making sure our customers are always satisfied and that their brand is continuously growing.
Kitopi enables restaurants to open delivery only locations by providing the necessary infrastructure and software with minimal capital expenditures and time as well as taking care of the entire customer experience journey: receiving and processing orders, cooking, delivery operations and managing customer feedback.