Our client is an international training solutions provider that offers end-to-end learning and skill-building solutions that impact business performance through enhanced employee productivity, customer profitability and effective talent transformation.
They require staff in the following three positions.
Trainers
Trainers are required in for the following countries
Kenya, Nigeria, Ghana, Tanzania, Zambia, Gabon, DRC, Uganda
Key Responsibilities, Deliverables
- Support Business Team in designing training outline
- Training Need Analysis
- Preparing Training Schedules / Calendar
- Designing Modules/ content/quizzes with support from content team
- Training Delivery for the Contact Centre and Showroom staff
- Training Evaluation
- Follow-up with Operations / clients
- Analyzing performance metrics and planning for further trainings
- Regularly updating training content
- Reference to Market need, designing New Training Modules
Requirement Specifications
Age Group
Essential: 25-40
Desirable: 25-30
Academic Qualification
Essential: Graduate Degree (B-tech or equivalent)
Desirable: Post Graduate Degree (MBA with B-tech)
Professional Qualification
Essential: Should have worked in a telecom company or have sound understanding of the telecom space with relevant CS experience
Desirable: Similar training profile in the telecom domain with at least 2-3 yrs of experience.
Experience (Number of Years)
Essential: 3-4 yrs of relevant experience (Overall 5-6 yrs)
Desirable: 7-8 years of relevant experience (Overall 8-10 yrs)
Skill Sets
Essential
- Should have good communication skills
- Should have good Presentation Skills
- At least 2 years’ experience in Corporate Environment
- Needs to have strong training ability
- Good rapport building skills, extremely methodical and organized
- Good analytical ability.
- Good reading / learning, researching Skills
- Sound knowledge of Ms Office.
- High level of maturity.
Desirable
- Should have Strong Management Skills and Technical Knowledge.
- Should have had formal training as trainer - Train the Trainer, Training & Development Diploma or similar
- Good Administrative experience
Quality Analyst
Key Responsibilities, Deliverables
- Conduct Quality Audits for various Customer Touch Points
- Submission of timely reports highlighting the Gap areas and way forward
- Regular and immediate feedback to be shared with the concerned stakeholders
- Present Quality Review to the Stakeholders and Management
- Monitor the impact of Quality on various other KPIs
- Conduct regular Cross Functional RCA & Action Planning
- Improvement in the Quality of the Overall Customer Service , impacting people and processes
- Develop Goals, Objectives and Plans to drive quality performance within the business
- Maintain and analyze Individual Quality , Feedback and improvement Trackers
- Initiate and drive new initiatives impacting the Overall Customer service experience
- Implement and drive best practices across Organization
- Identify problem issues in agent call recordings/systems and properly escalate the issue to Senior Management.
- Provide management with timely reports documenting observations during process and/or vendor reviews that identify trends or opportunities for improvement with recommendations.
- Assist in implementing changes or modifications to the department's Quality Assurance evaluation process.
Requirement Specifications
Age Group
Essential: 20-35
Desirable: 20-30
Academic Qualification
Essential: Relevant Diploma or equivalent
Desirable: Graduate Degree
Professional Qualification
Essential: Contact Centre experience as an agent or above
Desirable: QA experience in a contact centre
Experience (Number Of Years)
Essential: 1-2
Desirable: 3-4
Skill Sets
Essential:
- University degree or equivalent
- Min 1- 2 years of relevant experience in call center
- Proficiency in Excel , Access
- Organization and multitasking skills
- The ability to work independently or as part of a team
Desirable:
- Experience in supervisory Role will be an added advantage
- Member /Leader of YB/GB Projects in Call center , will be an added advantage
MIS Executive
Requirement Specifications
Age Group
Essential: 25-35 yrs. of age
Academic Qualification
Essential: Degree/Diploma Holder
Desirable: Post Graduate
Professional Qualification
Essential: Certification in MS office
Experience
Essential: 4-5
Desirable: 7-8
Skill Sets
Essential:
- Microsoft Office Skills (Word, Excel & PowerPoint)
- Analytical skills (ability to understand and interpret large amounts of data)
- English comprehension skills
Desirable:
- Strong troubleshooting, analytical, and creative problem solving skills
- Good interpersonal skills necessary to work effectively with a variety of individuals and departments
- Good organizational skills that support multiple lines of business in a time sensitive global environment
- Ability to work on own initiative and as part of a team
Please log on to our website: www.kimberly-ryan.net to apply.
