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Team Leader BPO Contact Centre Job in Kenya

Our Client, a Business Process Outsourcing (BPO) Contact Center firm is looking for a Team Leader.
The successful candidate will be responsible for;
  • Managing training and development at the corporate level
  • Understanding of various methodologies for imparting training
  • Return on Investment (ROI) for training in the form of process benefits
  • Rollout and ensuring consistent delivery and impact of the Talent Management processes
  • Developing internal trainers and managing a team of trainers
  • Periodically conducting audits of other trainers
  • Developing a method for evaluating programs / Feedback
  • Involvement in conceptualizing and designing other specified development interventions
  • Ensuring delivery against QA department goals and objectives, i.e. Meeting commitments and coordinating overall quality assurance schedule.
  • Providing necessary definition, development and deployment of product quality assurance strategy, addressing all phases of product development by various forms of tasks which yields improvements.

  • Directly supervising quality assurance performance of the team leads which includes the preparation and delivery of staff performance evaluations and career development activities.
  • Managing the planning and execution of product testing efforts, including all associated resources to meet committed delivery dates.
  • Working with project managers to develop project schedules and resource allocation models for QA related projects and other activities such as software deployment, customer integration, and professional services validation.
  • Responsible for monitoring the calls by looking into each and every detail of this quality checking program;
  • Monitor each and every employee’s calls as a large sample of data will provide accurate results in the QA report and will also provide information to monitor a group as a whole and simultaneously an individual;
  • Help Call Agents correct their faults or improve their performance;
If you have the skills and competences for this role, kindly send your CV ONLY to before 11th May 2010.

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