Support Quality & Training Lead
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You will lead Support Quality and Training Officers and improve customer service processes. You will maintain knowledge systems, document standards, create and deliver training, analyze quality and satisfaction performance, collaborate on projects, and execute the quality framework.
Responsibilities
- Manage and update knowledge management systems
- Document and guide customer service processes and standards
- Create and deliver accessible training materials
- Develop reports connecting quality performance and customer satisfaction
- Share quality insights with relevant managers
- Collaborate on cross-departmental projects and training initiatives
- Execute the Quality Framework with Quality and Training Officers
- Lead, support, guide, and develop Quality and Training Officers
Requirements
- Fluency in English and local languages
- Bachelor's degree in any discipline
- 5+ years of experience in customer service or call center operations
- At least 2 years of leadership coaching experience
- Knowledge of customer service processes
- Experience training large teams
- Zoom or Google Meet
Benefits
- Health insurance for employees and dependents
- Parental leave
- Subsidized childcare
- Subsidized gym memberships and fitness classes
- Airtime reimbursement
- Free food