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B

Quality & Training Manager (Customer Experience)

Bosta · 30+ days ago

Cairo

Negotiable

Full-time

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About Bosta:

Launched in 2017, Bosta is an overnight delivery provider for E-commerce companies in Egypt and KSA. Leveraging technology to empower businesses is what we do best. Our goal is to disrupt the logistics industry by bringing technology and experience all together to provide a one-stop-shop for delivery solutions.

We rely on advanced technology to deliver orders to our customers in a fast way. Businesses can track and connect with couriers and follow up on their orders - all in one system.

About The Role:

The Quality & Training Manager will play a critical role in ensuring the quality of Client Support delivery across three channels: Call Center, Chats, and Tickets. This position will be responsible for developing and implementing quality assurance processes, conducting training programs, and continuously improving the overall customer experience. The successful candidate will have a strong background in quality management, training, and customer service.

Responsibilities:

Manage a team of Quality Assurance Specialists and Trainers, providing guidance, support, and mentorship to ensure their professional growth and performance.
Develop and implement a comprehensive quality assurance program to monitor and evaluate the performance of customer service agents across multiple channels (Call Center, Chats, and Tickets).
Conduct regular audits and evaluations of customer interactions to ensure compliance with established standards and guidelines. Identify areas of improvement and provide actionable feedback to customer service agents to enhance their performance and customer satisfaction.
Collaborate with cross-functional teams to define key performance indicators (KPIs) and metrics to measure customer service effectiveness and efficiency. Develop training programs and materials to enhance the skills and knowledge of customer service agents.
Conduct training sessions for new hires and ongoing training for existing agents, ensuring consistent delivery of high-quality customer service.
Monitor the training effectiveness and adjust programs as needed to address performance gaps.
Stay updated on industry best practices and trends in customer service and ensure that the team is trained accordingly.
Collaborate with the team to develop and update standard operating procedures (SOPs) to ensure consistent service delivery.
Track and analyze customer feedback and quality metrics to identify trends and areas for improvement.
Prepare regular reports on quality performance and training effectiveness for management review.

Requirements:

Bachelor's degree in a relevant field.
5+ years of experience in the customer experience field, in which 2+ years of proven work experience as a manager for a quality and training team.
Experience with Call Center, Chats, and Tickets channels and technologies is a must.
Strong understanding of customer service principles and best practices.
Excellent communication and interpersonal skills.
Ability to provide constructive feedback and coach employees to drive performance improvement.
Strong analytical and problem-solving abilities.
Proficient in using quality assurance tools and systems.
Detail-oriented with a focus on accuracy and continuous improvement.
Ability to work independently and collaboratively in a fast-paced, dynamic environment.
Flexibility to adapt to changing priorities and business needs.

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Last updated on Dec 31, 2024

About the company

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Bosta

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