Quality Assurance Training Manager

Job Description Roles & Responsibilities JD – Quality Assurance & Training Manager Work Type Full time Job Location Amman – Jordan Career Level Manager Job Reference QA - 08 Brief About the Job Oversee the entire Quality Assurance & Training department and all the pertaining activities in line with Crystel’s Contact Center Operations, and strategies and objectives. Job Duties & Responsibilities Quality Assurance: Lead and oversee all Contact Center Quality Assurance metrics and procedures to ensure alignment with Operations business goals and KPI’s. Design, implement and monitor the Quality Assurance formats and standards. 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. Provide feedback to section managers on coaching requirements for their employees. Coordinate with the operations team to ensure all required KPI’s 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 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. Communicate with Supervisors and Managers from all departments regarding the company’s operations and activities on every project. 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. Training JD – Quality Assurance & Training Manager Page 2 of 4 Review existing training programs and suggest enhancements to meet required training objectives Design, evaluate, and approve all training programs, and training materials. Observe trainers, analyze, and provide feedback regarding their training methodology. Conduct TNA (Training Needs Analysis) and provide an annual training plan to develop employees’ skills. Submit annual training plan for Operations department. Ensure training evaluation is conducted properly for all training stages (pre- and post-training), create action plans accordingly to communicate with the managers and ensure proper implementation of these plans. Provide monthly/quarterly report on training activities conducted along with the training evaluations results. Provide feedback to section managers on training requirements for their employees. Provide annual external training budget estimate for management approval and to be incorporated in company’s annual budget. 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. Identify client training needs and ensure meeting the needs through building suitable training programs and material. Support performance management systems in order to enhance company’s people performance. Prepare and analyze internal and external training reports. Manage Training team members performance reviews and comments. Desired Candidate Profile Minimum Job Requirements Nationality Holders of Jordanian nationality or Son’s of Jordanian Women ID holders only. Education Bachelor's degree in Computer Engineering, Telecommunications Engineering or any IT major related to such a position. Work Experience 4+ Years of Experience as QA (and preferably Training) Manager in a Contact Center and experience in audit and/or quality management. Certifications & Training Customer Relation Management, Quality Assurance and control is a strong plus and ToT Standard COPC, PMP, Six Sigma (Green Belt) Special Requirements Previous experience and proven knowledge in the following: Data analysis and reporting Quality management Managing a team of Quality Assurance Analysts if multiple levels In depth knowledge of Contact Center KPI’s JD – Quality Assurance & Training Manager Page 3 of 4 Competencies Core Competencies Work Ethics & Compliance to Policies & Procedures Customer Service Oriented Effective Communication Teamwork Functional Competencies Tasks Management & Priority Setting Decision Making & Problem Solving Coaching and mentoring Analytical and logical reasoning & numerical skills Managerial Competencies Time management skills Handle problems quickly and efficiently Excellent knowledge of basic computer tools (e.g. Office suite, Internet, email) Leadership skills Excellent motivator Relationships Direct Reports Quality Assurance Supervisor Quality Assurance Team Leaders Quality Assurance Analysts Reporting to COO Internal Contact with Operations Information Technology Human Resources department Other departments as needed External Contact with Clients JD – Quality Assurance & Training Manager Page 4 of 4 Service providers "Crystel is an equal employment opportunity employer. We adhere to a policy of making employment decisions without any regard to race, color, religion, sex, national origin, citizenship, age or disability. We assure you that your opportunity for employment with us, your rights, treatments and pay depends solely on your qualifications." This job description indicates in general terms the type and level of work performed as well as the typical responsibilities of employees in this classification. The duties described are not to be interpreted as being allinclusive to any specific employee. Management reserves the rights to add, modify, change or rescind the work assignments of different positions and to make reasonable accommodations so that qualified employees can perform the essential functions of the job. Nothing in this position description changes the at-will employment relationship existing between the Institution and its employees Employment Type Full Time Company Industry Call CenterBPOKPOOutsourcing Department / Functional Area HelpdeskCustomer ServiceTelecalling Keywords Quality Assurance ManagementTraining DevelopmentContact Center OperationsKPI Monitoring Get real-time job updates only on our App