Training & Quality Manager

1 week ago

القاهرة, Egypt TTEC Full time

Training & Quality Manager
**Training and Quality Manager - Cairo**

Bringing smiles is what we do at TTECfor you and the customer. As a Training and Quality Manager working on site in Cairo, you’ll be a part of creating and delivering amazing customer experiences while you also #experienceTTEC, an award-winning employment experience and company culture.

**What You’ll be Doing**
This role is ideal for an energetic and enthusiastic professional manager with a leadership flair and ability to drive and motivate others. This role leads the development and implementation of improvement plans for the individual(s), team(s) and site(s) under their umbrella of responsibility together with the local operational leadership teams. They do this based on data & learning needs analysis aimed at ensuring the right quality of service is achieved and remains consistent for our customers worldwide.

You are responsible for direct management of a team of Customer Service Learning and Quality experts, with a strong and proven track record of driving and managing performance in the Quality and Learning field.

This role is ideal for a self
- motivated, energetic and enthusiastic Learning & Development leader with a passion for customer service. They have a proven ability to lead a team of learning and quality experts who are able to identify learning needs or performance opportunities, work in collaboration with a management team to build towards concrete performance objectives, as well as train and coach others.

**Responsibilities**

Drive site performance
- Partner and consult with the site operational leadership team to conduct a quantitative & qualitative analysis (holistically) of site / regional performance. Be accountable for creating and driving appropriate action plans with key stakeholders Quality solutions or plans to improve performance & close learning or knowledge gaps
- Looking holistically at the site KPI/indicators and understand the value-add/contribution T&Q (root-cause, deep-dive, collaborating with key leadership team and support staff).
- Develop Learning & Quality team Members - Observation team members’ performance provide feedback and coach individuals to grow and develop, succession planning, development opportunities, coaching, feedback
- Drive execution of Quality Operating Model & Standards - Responsible for strategy and calibration indicators (Attendance and Accuracy for now while others may be added);
- Performance of agents’ first 90 days - Provide Recruitment feedback on New Hire fit for hire with local recruitment. Accountability towards New Hire development during New Hire cycle Training Planning
- Assign resources to the training duties onsite and ensure it’s being managed properly and work with scheduling and Facilities for appropriate resource requirements

**Desired Skills and Experience**
- Minimum 1 year call center or equivalent work experience
- Possess excellent written and spoken English communication skills, with outstanding interpersonal and organizational skills and the ability to work independently, as well as extremely team-focused; supports team and peer decisions and has meticulous attention to detail
- To be the change ambassador, with the ability to drive change by owning the measuring of the adoption of change, showing flexibility and adapting to the dynamic Customer Service environment
- Receptive to feedback, takes directions and is aware of development areas with an ability to own your own development and with a growth mindset
- Ability to facilitate quality calibrations in a face to face and virtual environment, with peer group and global stakeholders and to partner with the global learning team to provide input, review created materials, and support delivery of workshops
- Ability to adopt a consultative approach with stakeholders and conduct deep dives as part of overall root cause problem solving, analyze and create report on outcomes
- Ability to use the Learning Management System for basic learning activities e.g. ability to pull and analyze reports, upload content, create learning courses

**Knowledge**
- Demonstrate an understanding of facilitation and questioning techniques
- Good understanding of adult learning principles and learning styles and of learning models and learning cycles (ADDIE, Agile Learning, Learner Centered, etc.)
- Proven experience in improving performance through a Quality Management Tool, and / or experience working with call centre quality programs
- Good understanding of the Customer Service business or similar environment and Customer Service outcome oriented
- Available full time and flexible in both schedule and tasks based on local needs
- Experience of data analysis / root cause problem solving methodology / change management methodologies / project management methodology / facilitating a quality calibration process

**What You Can Expect**
- Supportive of your career and professional development
- An inclusive culture

  • Quality & Training Manager

    7 days ago

    القاهرة, Egypt Taager Full time

    **About Taager** Taager is the first B2B startup focused on social sellers - Merchants. We are democratizing the social e-commerce space by enabling budding as well as seasoned entrepreneurs to sell online with no required capital, inventory, or operational experience. We have our Merchants covered from merchandising, warehousing, shipping, cash collection...

  • Sales Training and Quality Specialist

    1 week ago

    القاهرة, Egypt Dopay Full time

    **About dopay** dopay is a leader in payroll disbursement solutions, making it simpler, faster, and more secure for businesses to manage payrolls through Mastercard prepaid cards. Our mission is to provide outstanding service for companies and their employees, and that mission starts with a strong, well-trained sales team. **Job Overview** **Key...

  • Quality Manager

    2 weeks ago

    القاهرة, Egypt Sprints Full time

    The Quality Manager is responsible for overseeing the quality assurance of all Sprints **learning programs** and the overall organizational processes. This role ensures that all **educational programs** and organizational activities meet the highest standards of excellence, align with organizational goals, and effectively support the success of learners and...

  • Food and Beverage Manager

    7 days ago

    القاهرة, Egypt High Quality HR Consultancy Full time

    Key Responsibilities: - Team Leadership: Lead, train, and motivate a team of baristas, bakers, and front-of-house staff to ensure a positive and productive work environment. - Customer Service: Ensure an exceptional experience for all customers, from greeting to serving, handling inquiries, and resolving any issues in a timely and professional manner. -...

  • SAP Quality Management Consultant

    2 weeks ago

    القاهرة, Egypt Jobzella.com Full time

    System Implementation and Configuration:  Lead the implementation of SAP ERP modules related to quality management (e.g., SAP QM - Quality Management).  Configure and customize SAP QM modules to meet the specific requirements of quality control in polyurethane production.  Ensure integration between SAP QM and other relevant modules (e.g., SAP PP -...

  • Medical Quality Governance Manager

    1 week ago

    القاهرة, Egypt Pfizer Full time

    ROLE SUMMARY The Medical Quality Governance Manager (MQGM) Algeria, Morocco, Tunisia, and ELI Cluster (Egypt, Sudan, Lebanon, Jordan, Iraq, Iran) reports to the Global Medical Quality Governance (GMQG) MERA Saudi & Turkey Cluster Lead and is accountable for successful execution of local quality related activities and risk mitigation for identified medical...

  • Quality Control Manager

    3 weeks ago

    القاهرة, Egypt Givaudan Full time

    Step into our world of creativity and joy! Quality Control Manager - Join us and celebrate the beauty of human experience. Create for happier, healthier lives, with love for nature. Together, with kindness, humility, and a spirit of adventure, we deliver food innovations, craft inspired fragrances and develop beauty and wellbeing solutions. There’s much...

  • Quality and Hse Manager/director

    4 weeks ago

    القاهرة, Egypt Pipecare Group Full time

    **PIPECARE GROUP** is currently looking for **Quality and HSE Manager/Director (Global role)**. By providing technology and service focused solutions to the international arena of the oil and gas industry, the PipeCare Group of companies has been helping our customers ensure the integrity of their pipeline and facility assets for over 20...

  • Training Coordinator

    1 week ago

    القاهرة, Egypt Ultimate Academy Full time

    The Training Coordinator's responsibilities include more than planning and coordinating staff training. Depending on the size and needs of the company, a Training Coordinator will have the following duties and responsibilities: Job Requirements - Proven work experience as a Training Coordinator, Trainer - Hands-on experience coordinating multiple training...

  • Quality Assurance Manager

    2 weeks ago

    القاهرة, Egypt Jamjoom Pharma Full time

    Jamjoom Pharma has in a very short span of time emerged, as one of the leading pharmaceutical companies in the Afrasia region. The geographical focus of the company is on countries in the Middle East, Africa, and CIS regions. Strategic focus on selected therapeutic categories has contributed to the rapid growth, market acceptance, and overall success of the...

  • Taste & Wellbeing - Quality Assurance Manager

    7 days ago

    القاهرة, Egypt Givaudan Full time

    Step into our world of creativity and joy! Taste & Wellbeing - Quality Assurance Manager - Join us and celebrate the beauty of human experience. Create for happier, healthier lives, with love for nature. Together, with passion and creativity, we deliver food innovations, craft inspired fragrances and develop beauty and wellbeing solutions. There’s much to...

  • Benchman / Train Remodelling (Egypt

    1 week ago

    القاهرة, Egypt Eosol Group Full time

    Description **Benchman / Train Remodelling (Egypt**: **Company**: Eosol Group **Location**: Egypt **Experience Required**: 2 years Eosol Group, a leading engineering and technology solutions provider, is seeking a skilled and motivated **Benchman** to join our train remodelling team in Egypt. This position is crucial to our mission of enhancing rail...

  • Director of Quality

    1 week ago

    القاهرة, Egypt Marriott International, Inc Full time

    **Additional Information** **Job Number**24216758 **Job Category**Procurement, Purchasing, and Quality Assurance **Location**Marriott Mena House Cairo, 6 Pyramids Road, Cairo, Egypt, Egypt, 12556 **Schedule**Full Time **Located Remotely?**N **Position Type** Management **JOB SUMMARY** Responsible for communicating the concept of Total Quality Management...

  • Quality Associate

    1 week ago

    القاهرة, Egypt Giza Systems EG Full time

    **_Summary_** The Job holder is responsible for assisting in the implementation, and maintenance of accreditation and quality standards, and processes to ensure compliance with quality principles and practices, also support liaise with a range of internal stakeholders involved in accreditation reviews and other accreditation processes. **_ Main...

  • Site Quality Manager

    1 week ago

    القاهرة, Egypt Scatec Full time

    Overview: Want to join a frontrunner in renewable energy that is actively seeking early entry into new markets globally? Since the establishment in 2007, Scatec has acquired extensive knowledge and experience in developing, building and operating solar, wind and hydro power plants and storage solutions. Driven by our company values and competent global...

  • Senior Commercial Quality Specialist

    3 weeks ago

    القاهرة, Egypt Johnson & Johnson Full time

    J&J Innovative Medicine is recruiting for a **Senior Commercial Quality** **Specialist** to be based in Egypt. **Essential duties and responsibilities**: **_Quality Assurance_** a. Johnson & Johnson Quality System and Quality Policy of Johnson & Johnson Standards implementation in line and ensure continuous improvement. b. Examines the regulations /...

  • Quality Assurance Specialist

    1 week ago

    القاهرة, Egypt Qoyod Full time

    Job Summary: As a Quality Specialist, you will play a pivotal role in maintaining and enhancing quality throughout the organization. Working with cross-functional teams, you will ensure meeting quality standards and guidelines while showing initiative to improve processes. You will have the opportunity to work within a well-organized structure across various...

  • Quality Specialist

    7 days ago

    القاهرة, Egypt Taager Full time

    **About Taager** Taager is the first B2B startup focused on social sellers - Merchants. We are democratizing the social e-commerce space by enabling budding as well as seasoned entrepreneurs to sell online with no required capital, inventory, or operational experience. We have our Merchants covered from merchandising, warehousing, shipping, cash collection...

  • Quality Assurance Engineer

    2 weeks ago

    القاهرة, Egypt Linah Group Full time

    Inspect and receive the finished product sent from the Sadat packing station and determine the extent of its conformity with quality specifications. - Inspect and receive returns sent from MT, classify them and determine their quality. - Inspect the product before shipping sales orders. - Ensure that good storage requirements are applied. - Ensure the...

  • Quality Specialist

    1 week ago

    القاهرة, Egypt Taager Full time

    **About Taager** Taager is the first B2B startup focused on social sellers - Merchants. We are democratizing the social e-commerce space by enabling budding as well as seasoned entrepreneurs to sell online with no required capital, inventory, or operational experience. We have our Merchants covered from merchandising, warehousing, shipping, cash collection...