Qureos Mentor

Vezeeta

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

Join Vezeeta and explore 1   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.

Vezeeta

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Training and quality specialist