Quality Assurance and Training Manager

Lead contact-centre quality and training in Amman, with eight years of experience, performance analysis and team-development skills.

Quality and learning leadership

• Design, implement and monitor quality formats and standards and approve and evaluate training programmes and materials.
• Meet client KPIs with operations, analyse learning needs and prepare quarterly and annual plans and external-training budgets.
• Coach managers, address underperformance, motivate and develop teams and manage performance reviews and career progression.
• Connect teams and senior management on deliverables, develop data-led measurement and rewards and analyse internal and external quality reports.
• Monitor customer needs, create quality action plans and coordinate supervisors and managers across projects.

Requirements

• A relevant bachelor’s degree and eight or more years in contact centres with auditing or quality management; the generic field states five-plus.
• CRM, quality-assurance/control and train-the-trainer courses are strong advantages; basic Six Sigma and quality-tool knowledge.
• Strong Arabic and English, customer-care process knowledge and Office, internet and email skills.
• Leadership, motivation, coaching, influence, teamwork, patience, customer focus, analytical and numerical reasoning, precision and deadline management.

Work and application

• Full-time Amman role. Salary and closing date are not specified; apply through the original vacancy for an unnamed employer.