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Care Training and Quality Lead


Care Training & Quality Lead
About The Role
Supreme Customer Service is fundamental at Careem, and we want to wow our customers every time! The purpose of the Q&T Lead role is to assist the department in doing just that. You will be responsible for making bolddecisions and working in an agile way in order to deliver a first class service working in a multi-skilled position.
Key Responsibilities Include
    • Lead and develop the Quality Monitoring Team across all channels and sites
    • Create and deliver a plan for each quarter and channel
    • Analyse CSAT survey and review monitoring sheets
    • Ensure Quality Team lead improvement in service
    • Engineer a Monitoring Mechanism that is in line with Careem Values
    • Identify and assess future and current training needs through job analysis, career paths, annual performance appraisals and consultation with line Leads
    • Draw an overall or individualized training and development plan that addresses the needs and expectations
    • Monitor and evaluate training program’s effectiveness, success and ROI periodically and report on them
    • Manage training budget
    • Provide opportunities for ongoing development
    • Maintain a keen understanding of training trends, developments and best practices
Skills And Competencies
The ideal candidate will have a passionate commitment to improving the lives of people in the region, an insane focus on excellence and customer experience. The required skills and competencies are the 

following:

    • Proven work experience as a Training and Quality Lead
    • Track record in designing and executing successful training programs
    • Familiarity with traditional and modern training methods (mentoring, coaching, on-the-job or in classroom training, e-learning, workshops, simulations etc)
    • Excellent communication and leadership skills
    • knowledge of 6 sigma, COBC and ISO.
    • Experience in content development and building training modules.
    • Strong writing and record keeping ability for reports and training manuals
Minimum Requirements

    • 5 to 7 years of relevant experience in Contact Centre Domains
    • Experience in liaison with other teams within the organization
    • BS degree in education, human resources or relevant field
    • Willingness to travel.
    • Should be fluent in both English and Arabic
Job location
  • Amman

Seniority Level

Entry level

Industry

  • Internet
  • Information Technology & Services

Employment Type

Full-time

Job Functions

  • Health Care Provider
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