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 bold decisions 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 Center Domains
  • Experience in liaison with other teams within the organization
  • BS degree in education, human resources or relevant field
  • Willingness to travel.

 

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