Quality & Training Supervisor
Full time
at Cupola Teleservices in
Dubai, UAE
Job highlights
Posted on February 5, 2018Job details
Skills & Requirements:
• Excellent written and verbal communication in Arabic and English is a must
• COPC, CIAC or equivalent certification required
• At least three years of experience in quality or customer service, preferably in a technical environment • University degree required
• Familiarity with Quality Management Systems ( Avaya QMS, Verint WFO)
• Exceptional Microsoft Office skills, particularly Excel, PowerPoint, and Word
Primary Responsibilities:
• Define, evaluate, implement and improve Quality & Training standards, policies, and procedures
• Ensure delivery of consistently high-quality customer service experience across multiple contact center projects and across interaction channels (voice, email, social media, etc.)
• Manage daily call monitoring across multiple projects to compile and track performance at team and individual level
• Conduct regular calibration and coaching sessions with agents and supervisors to follow up on monitored calls
• Organise, update and act as custodian of quality grading sheets, scripts, training materials and other Quality and Training related knowledge
• Manage soft skills training for new joiners
• Improve, update and maintain training material content
• Suggest improvements to existing Quality monitoring system including technology changes
• Prepare accurate and timely Quality-related reports for Operations and company management
• Lead and maintain quality standard certifications
• Provide cross-functional support to other business departments, as required
• Assist Operations supervisors to ensure high-quality service delivery
• Provide support on client matters related to Quality & Training
• Assist with ISO and client audits
• Oversee and manage Quality & Training team to achieve functional objectives
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