Manager - Quality and Training

• Empower and Inspire: Develop, train, and coach teams to ensure consistent quality and service levels, instilling a culture of care and excellence
• Create Tailored Programs: Design programs to improve performance, quality, complaint handling, and retention using advanced training techniques
• Leading: Implement a comprehensive leadership and management training program to develop skills across all contact center sites
• Innovate and Educate: Build and enhance training courses and tools for leadership and management skills, addressing needs and gaps
• Enhance Digital Experiences: Develop training materials for digital and e-service teams to create excellent online interactions and customer experiences
• Teach and Mentor: Provide training and coaching methods to team managers and coaches, offering offline training, in-person workshops, and e-learning materials
• Continuously Improve: Evaluate training program effectiveness, adjust based on feedback, and develop initiatives to increase employee engagement and development
• Assure Quality: Create a quality assurance process and scorecard to identify gaps and improve processes and agent efficiency
  
  

What Are We Looking For?

• Over 5 years of experience in contact center training
• Expertise in delivering training programs for customer service, retention, digital service, and back-office teams
• Skilled in setting up quality measures and processes
• Bachelor’s degree in business administration or a related field
• Accredited degrees from international training academies
• Experience in onsite and digital training delivery
• Excellent presentation and leadership skills
• Proficiency in Arabic is a plus
  
  

Benefits

• Extensive learning opportunities with hard and soft skill training to help you improve and challenge yourself
• Be involved in customized workshops run by the Kitopi Academy
• Have the chance to work in an international, diverse, and inclusive environment
• Get the flexibility to work from anywhere, including international locations
• Become part of one of the most caring communities out there
• Free and unlimited access to a nutritionist
• No Dress Code! (T&C applies)
• The famous team activities and social events bursting with fun.Inclusive private health insurance
• Up to 50% discount on Kitopi brands
• Annual leave as per the company policy
• Flexible working hours to support work-life balance
  
  

Additionally, we offer:

• Wellness spaces designed for mothers inclusive for all
• Monthly well-being programs to nurture your mental and physical health
• Informative and empowering webinars to support your growth
• Social Thursdays and Fridays across markets to gather and connect with colleagues