Quality & Training Supervisor

3 days ago


مصر, Egypt Majid Al Futtaim Full time

**Role Purpose**:
Responsible for the design and delivery of the Customer Service Quality Management System and Training modules. Working with Customer Service teams (Mall and Contact Centre) to ensure all staff members are delivering smooth, efficient and consistent best practices of the functions of all Customer Service touch points.

You will be responsible for developing complete Quality Assurance & Training programs that will elevate the customer experience, and foster a “quality culture,” in which all employees become actively engaged in guaranteeing service quality throughout the customer journey.

**Role Details - Key Responsibilities and Accountabilities**:

- To plan, develop and deliver departmental training plans post identifying training needs through 360-degree evaluation of team’s performance. Conduct post training analysis to ensure training goals achieved.
- To plan and conduct periodic Quality, Operational Performance Plan (OPP) and Performance assessments for both Mall and Contact Centre teams, to ensure full compliance with the set processes and Standard Operating Procedures.
- To deliver feedback through one-to-one coaching sessions, highlighting areas of development and align with the Customer Service Supervisor on the action/development plans to improve overall performance.
- Assist the Customer Service Manager in developing, amending and updating the Customer Service KPI’s, Processes and Procedures.
- To manage the Customer Service Knowledge Base and consistently perform audits and quality checks on the data received from Mall teams.
- To manage the Mystery Shopper program by reviewing and approving the assessments conducted by the 3rd party vendor and including the findings in the performance cycle.
- To manage all non-Mall related complaints logged through all channels and ensure closure with the set SLA and to the Customer’s satisfaction. Audit logged complaints to ensure accurate data capturing, proper investigation and documentation of complaints as per the approved complaint process and SOP.
- To continuously audit the NPS end to end process and plan the call-back execution with the Contact Centre team. To support the Mall teams with analysing common trends and sharing best practices across Malls.
- To plan, prepare and review 3 month rolling transactional forecast and report the same to the Mall and Contact Centre teams to plan their operations accordingly.
- To prepare periodic findings reports and escalate any inconsistency or irregularity to the relevant team’s Supervisor and the Customer Service Manager to develop action plans and timelines to rectify the findings.

**Personal Characteristics and Required Background**:
Minimum Qualifications/education
- Bachelor’s degree in Business Administration / Marketing or equivalent.

Minimum experience
- A minimum of 5 years’ experience in quality and/or training fields in a customer service environment.
- Proficiency in English language is a must (written & spoken), secondary language (Arabic) is preferred.
- ISO 9001, COPC and/or 6-Sigma certification is preferred.
- Strong knowledge of training best practices and techniques.


  • Training Supervisor

    6 days ago


    مصر, Egypt UCG LLC Full time

    We are seeking a highly skilled and experienced Training Supervisor with expertise in mechanical, electrical, and industrial knowledge to join our team. As a Training Supervisor, you will be responsible for developing, implementing, and overseeing comprehensive training programs to enhance the skills and knowledge of our employees in these critical...

  • Sales Supervisor

    3 days ago


    مصر, Egypt quality talents Full time

    **Sales Supervisor (Remotely)** **Roles & Responsibilities** We are looking for a high-performing Sales Supervisor to help us meet our customer acquisition and revenue growth targets by keeping our company competitive and innovative. You will be responsible for maximizing our sales team potential, crafting sales plans and justifying those to plans to the...


  • مصر, Egypt IntouchCX Full time

    About IntouchCX IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term...


  • مصر, Egypt Transcom Full time

    Transcom Worldwide is one of the leading global customer experience companies, supplying local and global clients in multiple markets. With our global footprint and forward-leaning customer experience solutions, we serve our clients via different channels like voice, chat, social media, etc. **Join our Transcom Family as a TQM.** - Overseeing the overall...


  • مصر, Egypt General Motors Full time

    **Job Description**: As the **Quality Engineering supervisor **you will be responsible for overall planning and supervision of all activities for Quality Assurance Department in accordance with local, regional, and corporate goals, procedures, and policies and to Implement and monitor the Quality management system in order to achieve all KPIs of the Business...


  • مصر, Egypt اورنچ مصر Full time

    About the job Supervisor, data Quality **Purpose of the job**: **Duties and responsibilities** - Develop and implement data collection systems and other strategies and processes that optimize statistical efficiency and data quality - Identify, analyze, and interpret trends or patterns in complex data sets which could indicate possible quality...


  • مصر, Egypt Pillars Consultancy Full time

    Reporting : Corporate Support Direct Subordinates: QA Specialist HSE Supervisor **Scope & Purpose of the Job**: Responsible for establishing, implementing, monitoring and evaluating the company QMS, Quality management system ensuring its effectiveness and complying to both related national and international standards. **Principal...


  • مصر, Egypt LXT Full time

    LXT is an emerging leader in the provision and enhancement of AI training data to power intelligent technology for global organizations, including the largest technology companies in the world. We are seeking an Operational Excellence Senior Specialist.. **Roles & Responsibilities**: - Hire all necessary freelancing Reviewers for each language and\or...


  • مصر, Egypt Abt JTA Full time

    SUMMARY The primary role of the Training Assistant is to establish and maintain organized filing and e-archiving systems of all training documents. The incumbent will also perform periodic audits at the field offices to verify training data and follow up on payments for trainers against specific deliverables. He or she will be required to travel extensively...

  • Training Supervisor

    3 days ago


    مصر, Egypt Talent Pal Full time

    Job Responsibilities: - Manage trainers & oversee the daily workflow. - Set action plans related to training department complaints. - Determine the training team stationery needs and follow up with the administration team with fully controlling on the consumption. - Reviews the performance of trainers and coaches, monitors their results and gives them...

  • Quality Supervisor

    4 days ago


    مصر, Egypt Etisal International Full time

    We are hiring Quality supervisor (German Speaker) Industry : Airlines & booking. line of busniess : Voice & Non voice. location: Maadi. shifts: rotaional shifts & days off. **Requirements**: German level : C1 English level : B2 Experience in the same role model : 2 Years. Ability to Commute: - Cairo (required) Ability to Relocate: - Cairo:...


  • مصر, Egypt Genpact Full time

    cWith a startup spirit and 100,000+ curious and courageous minds, we have the expertise to go deep_ - with the world’s biggest brands—and we have fun doing it. We dream in digital, dare in reality, and reinvent the ways companies work to make an impact far bigger than just our bottom line._ - We’re harnessing the power of technology and humanity to...

  • Quality Supervisor

    6 days ago


    مصر, Egypt PepsiCo Full time

    **Responsibilities** - Review and approve daily test results for materials and products issued from each lab, and Ensures all results documented, and summary reporting on daily /weekly/ monthly basis. - Schedule laboratory teams to ensure timely and accurate laboratory testing for production and quality teams is conducted. - Ensure food safety compliance...


  • مصر, Egypt AstraZeneca Full time

    Perform Internal and external audits in addition to audit program planning. Prepares the audit and observation reports. Follows up audit action plans. - Batch records revision and release of AstraZeneca Egypt products to Egyptian market as deputy for Quality Lead. - Prepares, updates the QA SOPs, and review other functions GMP SOPs, instructions, records and...


  • مصر, Egypt اورنچ مصر Full time

    About the job Data Quality Engineer, Sr. Supervisor **Purpose of the job**: **Duties and responsibilities** - Develop and implement data collection systems and other strategies and processes that optimize statistical efficiency and data quality - Identify, analyze, and interpret trends or patterns in complex data sets which could indicate possible quality...

  • Quality Supervisor

    4 days ago


    مصر, Egypt PepsiCo Full time

    Overview: Manage a shift of line chemists and quality technicians and the quality laboratory operations in a way to ensure product is consistently manufactured and delivered to consumers according to PI standards **Responsibilities**: - Manage a shift of line chemists and quality technicians and the quality laboratory operations - Provide support and...

  • Laundry Supervisor

    1 week ago


    مصر, Egypt Marriott International, Inc Full time

    **Job Number** 23029673 **Job Category** Housekeeping & Laundry **Location** The Nile Ritz-Carlton Cairo, 1113 Corniche El Nil, Cairo, Egypt, Egypt VIEW ON MAP **Schedule** Full-Time **Located Remotely?** N **Relocation?** N **Position Type** Non-Management *** Complete inventory of uniforms and linens. Conduct monthly inventory of laundry supplies....


  • مصر, Egypt Powered by Qureos Full time

    **Job Overview**: As the Housekeeping Supervisor, you will be responsible for overseeing the daily operations of our housekeeping department. You will ensure that our guest rooms and public areas are clean, well-maintained, and in accordance with company standards. You will also supervise a team of housekeeping staff, providing them with guidance and support...


  • مصر, Egypt Viatris Full time

    3803 Viatris Egypt S.A.E At VIATRIS, we see healthcare not as it is but as it should be. We act courageously and are uniquely positioned to be a source of stability in a world of evolving healthcare needs. Viatris empowers people worldwide to live healthier at every stage of life. We do so via: Access - Providing high quality trusted medicines regardless...


  • مصر, Egypt اورنچ مصر Full time

    About the job Lead, Quality Management **Purpose of the job** Understanding customer expectations and needs, outlining quality standards and developing quality control processes to enhance the service & products for existing accounts and attracting new accounts. **Duties and responsibilities** - Get feedback from customers to assess whether their...