Quality Assurance Training Manager Nexus-jo

JD – Quality Assurance & Training Manager

Work Type Full time Job Location Amman – Jordan

Career Level Manager Job Reference QA - 08

Brief About the Job

Oversee the entire Quality Assurance & Training department and all the pertaining activities in line with Crystel’s

Contact Center Operations, and strategies and objectives.

Job Duties & Responsibilities

Quality Assurance:

• Lead and oversee all Contact Center Quality Assurance metrics and procedures to ensure

alignment with Operations business goals and KPI’s.

• Design, implement and monitor the Quality Assurance formats and standards.

• Meet all client agreed upon KPIs and performance parameters.

• Ability to observe, analyze and give constructive feedback.

• Basic knowledge of six sigma and quality tools.

• Provide feedback to section managers on coaching requirements for their employees.

• Coordinate with the operations team to ensure all required KPI’s are met.

• Build and develop strong inter-personal relationships with the team, to cohesively bond them

together with the company and integrate them with the vision and core values.

• To identify areas of development and under performance and take corrective actions.

• To be directly responsible towards fostering the development of the team by motivating them

and ensuring career advancement.

• To be a single point of contact with the team and the senior management through effective

communication on key deliverables.

• To ensure quality reporting and work with Operations to build highly effective measurement

and reward system based on data.

• Participate in client monitoring and QA programs; and identifying client expectations and

needs.

• Build QA action plans based on clients’ needs and expectations.

• Communicate with Supervisors and Managers from all departments regarding the company’s

operations and activities on every project.

• Support performance management systems in order to enhance company’s people

performance.

• Prepare and analyze internal and external quality reports.

• Manage QA team members’ performance reviews and comments.

Training

JD – Quality Assurance & Training Manager Page 2 of 4

• Review existing training programs and suggest enhancements to meet required training

objectives

• Design, evaluate, and approve all training programs, and training materials.

• Observe trainers, analyze, and provide feedback regarding their training methodology.

• Conduct TNA (Training Needs Analysis) and provide an annual training plan to develop

employees’ skills.

• Submit annual training plan for Operations department.

• Ensure training evaluation is conducted properly for all training stages (pre- and post-training),

create action plans accordingly to communicate with the managers and ensure proper

implementation of these plans.

• Provide monthly/quarterly report on training activities conducted along with the training

evaluations results.

• Provide feedback to section managers on training requirements for their employees.

• Provide annual external training budget estimate for management approval and to be

incorporated in company’s annual budget.

• Build and develop strong inter-personal relationships with the team, to cohesively bond them

together with the company and integrate them with the vision and core values.

• Identify client training needs and ensure meeting the needs through building suitable training

programs and material.

• Support performance management systems in order to enhance company’s people

performance.

• Prepare and analyze internal and external training reports.

• Manage Training team members performance reviews and comments.