Jobs at Etisalat

Interested candidates should apply through the link below

on or before 26th July 2012

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

Location: Not Specified
Experience: 8 year(s)
Course of Study: Not Specified
Required Grade:  Not Specified