Call Centre Quality & Training Manager

1. Training and development Creating training programs and materials for new and existing agents, including products, systems, services, soft skills, and telephone etiquette to ensure that all agents are prepared and updated before dealing with end users.
2. Identifying current and future training needs and drive suitable initiatives that fulfil organizational needs.
3. Testing the new/current system and explaining the necessary information, how to handle all customer inquiries and required actions.
4. Quality Assurance Monitor and evaluate training program’s effectiveness, success and periodically report and communicate with team members, trainers and management to ensure all needs are met.
5. Oversee all the activities of Quality team to ensure high performance levels and efficient implementation.
6. Monitor random calls to improve quality, minimize errors and track operative performance.
7. Report to call center head with effective recommendations to improve the quality of service.
8. Managing quality calls which scored during Calibration sessions.
9. CRM Management Edit and update all rules related to the CRM application.
10. Monitor CRM application planner to capture and track all customers (Complaints, requests, and inquiries)
11. Quality Analysis analyze the daily calls received in order to stay on top of our customers' inquiries and concerns.
12. Weekly and monthly reports are designed to include monitored scores for all types of calls such as (actions, requests, requests, etc) for inbound and outbound.
13. Create and distribute all necessary reports and figures to all stakeholders.
14. Designed and generated weekly and monthly business review presentations capturing data regarding queues scores and agent’s performance trend analysis.
15. Participate in the development of the department strategy in line with AAIB and group/division strategy to ensure alignment with other initiatives and projects across the bank.
16. Participate in the development of the department Policies, Processes and Procedures to ensure all relevant legislative/procedural requirements are fulfilled.
17. Manage the day-to-day operations of the department. Providing guidance, encouraging teamwork, innovation, recommending new approaches and facilitating related professional work processes in order to achieve high performance standards.
18. Liaise with internal and external parties at the appropriate levels to ensure smooth flow of interactions.
19. Manage the effective achievement of the department objectives by setting individual targets, developing and motivating staff, providing of formal and informal feedback and appraisal in order to maximize subordinate and department performance.
20. Ensure compliance with all relevant CBE regulations, banking laws, AML regulations and internal AAIB policies and code of conduct in order to maintain AAIB’s sound legal position and mitigate any potential risks.

Qualifications & Experience

• Bachelor’s degree of Commerce, Business Administration, Accounting or its equivalent.
• Minimum of 6 – 8 years of experience required in the same field.

Skills

• Excellent command of English and Arabic Languages.
• Proficient user of MS Office.
• Reliable, energetic, cooperative & details oriented.

Excellent communication skills.