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Quality Assurance

1 month ago

مصر, Egypt Qoyod Full time

**About US**
Qoyod is a fast-growing technology startup that provides seamless cloud based, state of the art accounting solutions that transform traditional business environments into an integrated technology framework that accelerates accounting operations and empowers accountants to be consultants and effective decision makers. Qoyod has been recognized by the Fastest Growing Accounting Solutions Award for 2021 and granted the Best Place to Work for Award for 2022.

**Job Summary**

We are seeking a seasoned Quality Assurance and Training Lead to spearhead the development and implementation of robust QA frameworks and comprehensive training programs. As the Quality Assurance and Training Lead, you will play a pivotal role in ensuring exceptional service delivery and continuous improvement across our customer success department. This role requires a strategic thinker with extensive experience in QA management and training program development, particularly within a technology-driven environment.

**The Quality Assurance and Training Lead is responsible for**:

- Design and construct scalable QA frameworks tailored to the unique needs of Qoyod's customer success department.
- Implement QA standards and procedures to uphold service excellence and meet organizational objectives.
- Collaborate with management to establish performance assessment criteria and deliver regular performance evaluations for employees.
- Provide actionable feedback to team leaders and management to enhance overall customer and employee experience.
- Analyze QA data to identify trends, patterns, and opportunities for process optimization.
- Prepare and present comprehensive reports on QA activities and outcomes to key stakeholders.
- Develop and deliver new employee induction and onboarding training programs aligned with Qoyod's objectives and values.
- Create training materials tailored to different segments of the customer success department, ensuring consistency and effectiveness.
- Collaborate with HR to develop annual employee development plans and budget requirements.
- Assess training program effectiveness through key performance indicators (KPIs) and adjust strategies as needed.
- Coach and mentor QA team members to ensure consistent and high-quality performance.
- Conduct skills assessments and performance evaluations for employees, providing constructive feedback and guidance for improvement.
- Identify training needs and organize training sessions to enhance employee skills and meet quality standards.

**The required skills for the Quality Assurance and Training Lead**:

- Bachelor's degree in a relevant field; advanced degree preferred.
- Minimum of 7 years of overall experience, with at least 3 years in managing Quality Assurance and Training programs, preferably in a technology-driven environment.
- In-depth knowledge of quality assurance tools, concepts, and methodologies, with a focus on continuous improvement.
- Strong written and verbal communication skills, with the ability to effectively communicate with internal and external stakeholders.
- Self-motivated individual with excellent time management and organizational skills.
- Proven track record of developing and delivering impactful training programs.
- Ability to analyze data and identify trends to drive process improvements.
- Proficiency in Google Workspace, experience with Hubspot as a CRM and a ticketing system or similar systems is a plus.
- Excellent leadership and coaching skills, with the ability to motivate and inspire team members.
- Passion for driving excellence and continuous improvement in service delivery.