شعار شركة Vezeeta
Vezeeta
مشاركة
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Training and Quality Specialist
القاهرة القاهرة مصر · منذ شهر واحد · أكثر من ١٠٠ متقدم
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Oversee the design, delivery, and continuous improvement of training and quality assurance programs for customer care agents, ensuring high performance against KPIs and service standards.
New Hire & Refresher Training
Plan and deliver onboarding sessions for new customer care agents across call‑center operations.
Develop practical refresher programs to address evolving needs and maintain high-performance standards.
Create comprehensive training materials “slides, guides, role-play scenarios”.
Regularly review and update Standard Operating Procedures to reflect best practices and system changes.
Workforce Coaching & Action Planning
Collaborating with different teams to implement solutions and improvements
Implement training action plans based on agent performance metrics (e.g. CSAT, AHT, quality scores).
Track improvements and escalate underperformance issues effectively.
Quality Monitoring & Audit
Monitor QA calls for
agents and vendor teams; ensure consistency in evaluation.
KPIs & DSAT/Customer Feedback Management
Analyze KPI trends (DSAT, quality, call metrics), share insights, and drive corrective training measures.
Investigate DSAT/red-flagged calls, implement case-based coaching.
Process Improvement & Knowledge Management
Use agent feedback and QA data to suggest process improvements.
Enhance and maintain internal knowledge base to ensure up-to-date, accessible SOPs.
Required Experience & Skills
Call Centre Excellence.
Minimum 2 years of hands-on experience in call center environments as a trainer and quality analyst.
Quality Assurance Acumen
Proven track record in QA monitoring, scoring, and delivering feedback.
Familiarity with COPC or similar call-quality standards is a plus.
Strong Communication & Training Design
Excellent English proficiency, both spoken and written.
Skilled at delivering engaging sessions and writing professional emails.
Data-Driven & Tech-Savvy.
Solid experience with KPIs, using Excel and PowerPoint to report findings and track progress.
Agile & Collaboration-Oriented.
Flexible mindset, able to thrive in a fast-paced environment.
Experience working with external vendors and cross-functional teamللتقديم الان s.
