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
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
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
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
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.