Training & Quality Coordinator at Majorel Kenya

Description

Majorel supports clients all over the world to successfully shape their customer relationships. More than 79,000 employees in 41 countries over 127+ sites design and implement customized solutions for this purpose(For updated numbers refer Majorel website www.majorel.com).

We are looking to hire a Training and Quality Coordinator. The Training and Quality Coordinator will be responsible for assessing, developing, and mentoring the training and quality team to ensure adherence to the departmental guidelines in order to meet the organization and the client’s quality goals.

Responsibilities

Team management 

• Enforce and Review Coaching Plan 
• Enforce and Review Audit Output 
• Review Team Performance 
• Conduct 1 to1 sessions with the PCs
• Scheduling requests for quality team
• Conduct Calibration Sessions 
• Improve Trainer and Quality Coach understanding of the business

 Client Management

• Ensure 100% completion of all clients follow ups
• Provide feedback to clients on faulty processes that have negative impact on results
• Handling all quality escalations from the client/internal teams
• Back up for TQM

Process & Knowledge Improvement 

• Planning and conducting calibration sessions
• Coordinate Workshops and Re-training Sessions 
• Drive closure on client assigned trainings & refresher modules
• Review and revise Quality Forms 
• Tracking all active agent development plans
• Floor presence and regular call listening
• Responsible for comprehensive regular QoS / CSAT analysis
• Evaluates daily key performance indicators and develops improvement needs

Reporting

• Reporting on calibration adherence
• Reporting on Quality results at Line of Business (LOB) level
• Reporting on all completed training and success rate on a monthly cadence
• Reporting on audit and coaching compliance at LOB level vs Site level
• Communicating to all stakeholders on any operational issue that might affect quality output

Requirements

• Degree/Diploma in education, communication, HR or Public relations
• Proficiency in MS office
• Competency in C1 English and excellent grammar skills
• Minimum 2 years’ experience preferably in a BPO sector with more than a year experience as a Trainer or Quality Analyst
• Overall understanding of customer service industry