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 copied from
www.currentjobs4naija.blogspot.com
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
CLICK TO APPLY
on or before 26th July 2012.
