Opće informacije

Lokacija
Cairo
ID posla
2636
Kategorija posla
Operativno vodstvo
Željeni jezik komunikacije
Engleski, Njemački

Opis i zahtjevi

Opis
“We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.”

Functional responsibilities

General:

  •  Guarantee the implementation of the quality improvements established and prepare reports on the internal and external quality results as frequently as agreed.
  •  Ensure regular calibration meetings of calls as agreed.
  •  Manage and report on the quality shortcomings detected in the services of his/her area of responsibility.
  •  Detect training needs, improvement actions, with the design, planning and coordination of the training linked to its service, following the procedures established at the Company in coordination with HR.
  • Develop and ensure the correct creation of all the materials required for the different training.
  • Compile information relating to knowledge of his/her service product and the development of training modules, adapting contents to real needs.
  • Monitoring of the different training courses imparted by his/her area of responsibility, guaranteeing the quality thereof and compliance with the procedures established, in coordination with HR.
  • Review that the training provided adapts to service demand, complying with the correct quality and contents, implementing improvements in the procedures when required.
  • Train the Team Leaders, and the positions determined, in monitoring tasks.
  • Establish objectives for the Customer Service Representatives with the Team Leaders and the Client Organization.
  • Define and design action plans to improve quality in coordination with the Business Managers and the Client Organization.
  • Prepare and analyze statistical reports on the service results, notifying them with improvement proposals and approaches to perfect the metrics applied.
  • Ensure that all the knowledge related with the Client Organisation product is developed, validated and distributed to Customer Service Representatives and Team Leaders in due time and in line with the requirements established.
  • Manage the Knowledge Management tools to distribute information in due time and form.
  • Coordinate the knowledge verification process, ensuring that the monthly product tests are executed, monitoring compliance with the process and guaranteeing its correct application.

Acknowledgement:

This job description has been designed to indicate the general nature and level of the work performance by employees within this job function. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications/experience required by employees assigned to the role. These may be subject to future amendments if required.

Profile required

Professional qualifications/Specific knowledge:

  • Minimum studies: Diploma or advanced vocational training related with Training and/or Quality. University training is an advantage, together with training related with the typology associated with the service assigned to the work post.
  • Knowledge/Specific training in Effective Presentations and in Communication Techniques.
  • Postgraduate training in Quality Management and/or Training Management is an asset.
  • Courses in the Training of Instructors and Training and/or Coaching Techniques are an advantage.
Information technology

  • Office package (Word/Excel/PowerPoint): High level.
  • Google Apps: High level.
  • E-mail Communication: High level.
Languages knowledge:

German C1
English B1/B2

Core Competences required

  • Communication: Communicating ideas and information on time, effectively and clearly so that the essential message comes across and is fully understood always promoting an open dialogue. The ability to use a variety of media in a manner that engages the audience. Communicating the direction in which the organization is developing in an appealing way and creating support for achieving Transcom objectives.
  • Focus on Results: Taking ownership of the achievement of his/her objectives or goals and demonstrating determination to succeed and showing the final results. Collaboratively works with direct reports to set meaningful performance objectives, focusing and guiding others in accomplishing their objectives. Having stamina to remain firm and consistent when performing actions and tasks until the objective has been attained.
  • Planning and Organization Capacity Determining objectives and priorities effectively; planning timely measures in order to attain stated goals. Identifying and recruiting people and other resources in order to carry out a plan; allocating them in such a way that the intended results are achieved. Involves monitoring the results of tasks, assignments or projects.
  • Focus on Quality: Setting high demands with respect to the quality of one's own work and that of others; striving continuously for improvements. Vigilantly watches over processes and services to ensure freedom from errors, omissions, or defects. Initiates action to correct quality problems or notifies others of quality issues as appropriate.
  • Decision Making: Making decisions by taking action or expressing an opinion, even when the situation is unclear, based on adequate information with the aim of generating different solutions that enhance opportunities or facilitate the resolution of problems in the best interest of Transcom. Involves analyzing risks, and responsibility taken for the decisions made.
  • Leadership: Managing, developing and motivating others to ensure that they are able to fully contribute to Transcom success, inspiring values and providing feedback; encouraging and bringing about teamwork; maintaining good cooperation to achieve an intended goal. The leader identifies him/herself with energy, and is capable of transmitting it, motivating and generating confidence.
  • Team Development: Using appropriate methods and a flexible interpersonal style to develop his/her team; helping them to discover, grow, and reach their potential. Creates a learning environment; ensures that opportunities for development are available. Includes the capacity to generate support and commitment.
Motivational aspects (The profile which must be presented by employees)

  • Interest in the Client Organisation product, motivated by interpersonal dealings and by training.
  • Have effective leadership skills (lead by example, coaching role, inspire people to reach full potential).
  • Good analytical skills.
  • Take ownership for quality, competence and commitment.
  • Be highly flexible and welcome for change/improvements.
  • Be innovative. Come up with ideas and think out of the box.
  • Remain motivated and keep a positive attitude under pressure.
Previous experience:

  • External selection: Minimum two years' experience as a Product Quality and Training Head, and experience in companies belonging to the CRM sector is an advantage.
  • Internal promotion: May originate from the post of Quality Analyst, Product Specialist or Trainer. May also originate from any post if he/she complies with the required profile.