Careem is the leading technology platform for the greater Middle East. A pioneer of the region’s ride-hailing economy, Careem is expanding services across its platform to include payments, delivery and mass transportation. Careem’s mission is to simplify and improve the lives of people and build a lasting institution that inspires. Established in July 2012, Careem operates in more than 120 cities across 15 countries and has created more than one million job opportunities in the region.

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 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

Apply for this Job

* Required