Manager - Training & Quality

JD:

1. Lead and direct the training activities in alignment with the overall functional and organizational strategy, while enforcing company policies and departmental practices.

2. Support the head customer happiness in identifying training and development requirements and filling in training gaps.

3. Coordinate with sub function leads on key skills and development needs for driving functional efficiencies.

4. Responsible for TNI's & TNA's.

5. Responsible to conduct calibration sessions, Reports and Quality Projects.

6. Define and monitor key performance metrics related to customer service quality, including first-contact resolution, response time, and customer satisfaction.

7. Work closely with the operations team to ensure that customer service representatives are well-informed about operational changes and updates.

8. Must know 7QC Tools

9. Must have previous experience in TNI's and TNA's

10. Excellent communication skills