Training & Quality Manager
2 weeks ago
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 Quality delivered by all our sites and creating action plans where needed
- Reporting the quality scores towards the client and presenting the actions taken to improve
- Leading and developing the QA's and Trainers
- Optimize current Quality assurance and Training processes
- Overall maintaining the quality and training delivery in all locations
- Prepare and analyse statistical reports on the service results, notifying them with improvement proposals and approaches to perfect the metrics applied.
- Ensure that all the knowledge related with the Client Organisation product is developed, validated and distributed to Customer Service Representatives and Team Leaders in due time and in line with the requirements established.
- Manage the Knowledge Management tools to distribute information in due time and form.
**What's in it for YOU**
- Best salary in the market
- Transportation provided
- Medical and social insurance
- Location is in Smart village
**What we are looking for**:
**Professional qualifications/Specific knowledge**:
- Minimum studies: University diploma or Bachelor Degree.
- Minimum 1 year work experience in the same role.
- Minimum 3 years in BPO.
- Previous experience in Offshore accounts.
**Information technology**:
**Languages**
- English: B2/C1
**What Life at Transcom is like**
Join the positive vibes, Join Transcom family
- Country
- Egypt
- Location
- Cairo
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