• Head Quality Assurance and Training at Etisalat

  • Posted on: 19 July, 2012 Deadline: 26 July, 2012
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  • Head-Quality Assurance And Training
    Division: Customer Care
    Reports To: Director-Customer Care
    Job Summary:
    Develop and deliver training & quality assurance strategy across Contact Centre & all Customer Care support operations, including frontline sales
    Develop implement and maintain quality programmes and activities primarily within Contact Centre but also across all Customer Care functions
    Ensure continuous improvement and advancement in key organizational development areas of Contact Centre staff in overall operational performance as measured by KPIs
    Principal Functions:
    Lead and motivate team of multi-site & multi-functional training & development personnel to design and deliver generic & customized training packages
    Evaluate and continuously improve the quality & performance delivery of the entire training team
    Establish training needs as well as design, develop and implement appropriate training programmes to ensure that content of training modules meet business needs, are fit for purpose, and technically correct and compliant
    Lead the design, development & effective delivery of training to support new systems, partnerships, processes and working practices across the business unit enabling alternative learning methods and maximizing use of technology & resources
    Work with HR Training & Performance Management to ensure that training & performance management activities are aligned to corporate standards and methodology
    Work with Operational Heads/Managers and other key stakeholders to ensure training plans and outputs are delivered to schedule and that agreed KPIs are achieved
    Champion and maintain positive relationships with internal and external customers
    Manage business plans, resources & budgets to ensure efficiency and effectiveness of the training team to contribute to the enhancement of

    Customer Experience
    Analyze & evaluate impact of training delivered, utilizing various testing methods, quality checks and feedback, and initiate action to continuously improve training standards
    Manage, motivate & develop direct & indirect reports to maximize achievement of individuals utilizing the performance management framework to support the delivery of overall objectives for the Business Unit, reinforcing the culture and values through appropriate behaviours and actions.
    Lead the Customer Care Quality Assurance team to monitor, manage & ensure compliance with highest standards of quality according to specified business needs and approved policies/processes & SOPs
    Ensure the delivery of the highest standards of service across all Customer Service Channels in accordance with specified business KPIs
    Monitor and improve performance of Customer Care personnel through the feedback received from the Quality Monitoring and Appraisal processes
    Identify root causes for process failures and develop/implement strategies for improvement
    Drive process of continuous improvement in the area of quality service delivery across all Customer Care functions to support actions to develop and maintain best practice processes
    Ensure effective implementation of monitoring tools measuring overall quality of service delivery against specified indicators and benchmarks specified in Customer Care’s strategic plans
    Perform other duties as specified by the Director Customer Care
    Educational Requirements:
    First degree or equivalent in relevant discipline; postgraduate/ professional qualifications in related field e.g CIPD may be an added advantage
    Experience & Skills:
    Between eight (8) and twelve (12) years’ directly relevant post-NYSC experience, with most recent four (4) years in a managerial role; demonstrable experience in quality management and inspirational training background also preferred

    Method of Application

    Interested candidates should apply through the link below
    on or before 26th July 2012
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