Crystel is looking for a Quality Assurance and Training Team Leader to join the team!
As a QA and Training Team Leader you will be responsible for implementing and maintaining quality assurance policies & procedures, recommend improvements to processes, and design effective training materials & programs.
Main Responsibilities includes;
-Understand the company’s products, services, and processes.
-Maintain up-to-date knowledge of industry trends and best practices.
-Implement quality assurance policies, procedures, and systems.
-Identify process improvements and recommend solutions to management.
-Conduct periodical audits to ensure compliance with quality standards.
-Train and mentor team members on quality assurance procedures.
-Monitor performance metrics and report findings to upper management.
-Stay up-to-date on new product development and changes to existing products.
-Assess the training and development needs of all employees through using training needs analysis process.
-Design specific training programs that target employees’ skill gaps and increase their productivity.
-Define performance metrics to evaluate the effectiveness of training programs and prepare reports for management.
Position minimum requirements:
Minimum 2 years of experience as a Quality Assurance Team Leader in a Contact Center.
Experience in audit and/or quality management.
Proven experience in leading a small team of Quality Assurance Analysts and Trainers.
Exceptional analytical and problem-solving skills.
Excellent communication, interpersonal, and leadership skills.
Apply by sending your CV via email and mention “QA and Training Team Leader” in the subject line.
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