Quality & Training Manager

2 weeks 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 and customer service.

In 2019 we started as a team of 8 people, now we are over 350 employees across Egypt, KSA and the UAE. We serve more than 34K social e-commerce sellers from incredibly diverse backgrounds - from students earning a part-time income to highly ambitious digital marketing experts looking to become solo entrepreneurs. The sellers on our platform benefit from access to 2,500+ highly marketable products. Our people are driven by our mission and motivated by our desire to deliver the most seamless customer experience to the sellers on our platform. With a continuous focus on quality and execution, we are changing the social e-commerce landscape in the MENA region

**Our Mission**

Our mission is to empower anyone to start and scale their e-commerce business.

**Our Vision**

We envision a world where everyone has the opportunity to sell online, make a living and even get rich in an easy and low-risk environment. A world where the magic of technology becomes accessible to the most talented of Merchants.

**About the Role**:
We are looking for an experienced **Quality and Training Manager** to lead quality standards and training programs within our Experience Department. This individual will be responsible for establishing quality benchmarks for customer interactions, overseeing training initiatives, and ensuring our team delivers exceptional service on every call and interaction.

**Key Responsibilities**:

- **Quality Assurance**: Develop and implement quality standards specifically for call interactions and customer handling, ensuring consistent excellence in all customer interactions.
- **Quality Improvement**: Identify improvement opportunities to elevate service quality, reduce errors, and enhance the overall customer experience.
- **Training Needs Assessment**: Conduct assessments to identify skill gaps in the team and create targeted training programs to address these needs effectively.
- **Training Delivery**: Design and deliver comprehensive training programs, both in-person and virtually, to enhance team skills and meet quality standards.
- **Performance Evaluation**: Assess the effectiveness of training programs through performance tracking, and refine training based on results.
- **Compliance**: Ensure all quality and training processes align with relevant standards and internal policies.
- **Documentation**: Maintain accurate records of quality assessments, training materials, and performance evaluations.
- **Team Management**: Lead a team of quality and training professionals, fostering a culture of continuous improvement and service excellence.

**Requirements**:

- Proven experience in quality assurance and training management, ideally within a call center or customer service environment. At least 3 years of experience in a supervisory role.
- Strong analytical skills with attention to detail.
- Effective communication skills for training delivery and team management.
- Ability to design and implement quality standards and training programs.

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