Position: Trainer
Location: Nairobi
Job description
As a Trainer, you will closely work with the Training Manager and help him/her
provide standard or specialized teaching, technical training or counseling in a
designated area as per Company requirements.
Responsibilities
- Responsible
for facilitating training; identifying root cause of performance health of
new hire on-boarding; refresher trainings; and cross-training.
- All
new hire or internally promoted trainers will be expected to go through
the Trainer Certification process and pass all required knowledge
assessments
- Maintain
an average score of 95% quality score of cases actioned over rolling
6-month period dependent of the workflows that each specific trainer has
been certified
- Achieve
a quarterly average score of 90% on Trainer Observation Checklist
performed by Training Manager and The Client’s Business Partner
- Achieve
a quarterly average score of 90% favorability on Agent survey for nesting,
floor, and training (if applicable)
- Vendor
Training Managers team will record and share the quarterly scores of the
class observations and share it with the Client’s Training team
- Low
performers will go through at least one audit per quarter with a Client’s
Training Team member to identify areas of improvement. Areas can include,
but not limited to: Overall delivery of classroom training –
Behaviors and techniques that have been listed as the Client’s ideals for
delivery of their content
- Participate
in continued education efforts from the Client’s Training Team (i.e. refresher
training, policy update content review, etc.)
- Attend
and participate in all T3s (train-the-trainer) sessions for updated and
new materials from the Client. Depending on the session, methods for
completing T3 will be determined by Client’s Training Team. This may
include, but not limited to: (1) taking the course as a learner, and (2)
co-delivering the course with a tenured instructor (Client or vendor) and
pass a Training QA on the material; (1) preparing pre-read materials, and
(2) attending a virtual coaching session
- Planning,
design and delivery of Training sessions, including Ad-hoc Training, for
both new and existing team members
- Monitor
and review the progress of trainees through questionnaires and discussions
with managers and ensure corrective action when needed
- Communicate
with diverse audiences (e.g., employees, management, other sites, etc.) to
provide information and clarification regarding training programs,
actions, policies, procedures and best practices
- Ability
to flag any discrepancies in the material to the Client’s Training Team
- Ensure
that training solutions are designed in a logical, structured and clear
manner, reflective of learning objectives and suited to a variety of
learning styles
- Manage
participation during training delivery to ensure maximum contribution –
test for understanding, observe behavior and alter delivery method if
necessary
- Supports
stakeholders through performance consulting to qualify development and
training requests
- Maintain
enablement content materials providing feedback to curriculum design team
to ensure content is up-to-date and relevant
- Collaborate
with Business Partners to ensure training content is updated and aligned
with policy launches, UI updates
- Analyze
training needs and develop strategies to improve courses and training
documentation
- Conducts
analysis to identify needs and recommends appropriate solutions that
distinguish between training, communication, and coaching and development
opportunities
- Provide
end of class feedback to reduce errors and improve processes
- Ongoing
evaluation of certification processes/procedures/ enablement content;
improve training effectiveness by participating in development of new
approaches, techniques, and materials.
Qualifications
- Obtain
pass score on language proficiency assessment.
- 2+
years of experience in a training role in a technical support or client
care operation
- Good
knowledge of Quality/Process Improvement techniques
- High
level of energy, drive, enthusiasm, initiative and commitment
- Excellent
communication, consulting, influencing and interpersonal skills
- Proven
track record of collaborating with cross-functional groups to produce
results
- Passion
for ensuring a world class support experience for our community
- Demonstrated
ability to perform well in a rapidly changing environment and across
multiple sites/teams
How to Apply
Position: Quality Manager
Location: Nairobi
Job description
As a Quality Manager, you will be
responsible to ensure that all work flow meet quality standards before
submission. You will be expected to understand client expectations and needs,
outlining quality standards and developing quality control processes.
Responsibilities
- Implement
a clear overall quality strategy with scalable processes/tools/systems
that allow resource efficient monitoring of decision accuracy and surface
overall user experience issues fast and effectively to define appropriate
continuous improvement programs
- Passionately
tell the story of why Quality matters, build consensus, and inspire others
to move fast on fixing problems
- Effectively
manage and mentor a team responsible for diverse workflows, Quality
channels, and global stakeholders
- Drive
accountability with team leads and their teams to meet quality performance
goals and ensure program standards are met on a week-over-week basis
- Assess
and prioritize the top-quality issues affecting the teams in your office
across all decision-making channels
- Quantify
business cases and drive cross-functional partners to change our systems,
processes and policies to achieve better outcomes
- Drive
investigation of highly sensitive issues affecting your office, working
with teams and leaders across client platform to understand what happened
and why.
- Stay
connected with how our support ecosystem is evolving and help head off
quality issues before they begin, as the client’s products and communities
change and grow.
- Find
creative workarounds for quality issues where our tools are the root cause
and a technical solution is not imminent.
- As
new Content Policies are being developed and prototyped, provide details
to local teams around the impact of the policy change on the team’s
current work and surfaces gaps in knowledge, process, and technology
between the intent of the Content Policy and how content review actually
takes place
- Deliver
just-in-time training to Analysts on new or changing Content Policies as
well as “refresher” training on existing Content Policy on an as-needed
basis
- Actively
re-review decision accuracy audits to ensure consistency and alignment
with our community standards and internal policies
- Manage
investigations of escalations of inaccurate decisions, to understand the
root cause(s), especially in cases where policies are new, the content is
ambiguous, or the decision has an outsized impact if incorrect
Qualifications
- Experience
in managing quality control/quality analysis organization or leading
cross-functional quality improvement projects and teams in a dynamic
environment
- 5+
years of demonstrated management ability across diverse functions (direct
reports, cross functional relationships, 3rd party vendors. etc.)
- Quality
certification (e.g. Lean Six Sigma, TQM, etc.) a plus
- Project
management certification (PMP, Prince2, etc.) is a plus
- Proven
track record of collaborating with cross-functional groups to produce
results
- Demonstrated
ability to perform well in a rapidly changing and extremely global team
- Strong
practical experience with Excel (PivotTable, Charts, Statistical
functions) is essential.
- Experience
with Tableau/Power BI or other similar tools is a plus
- Excellent
communication skills
- Strong
critical thinking and exceptional problem-solving skills
- Proven
track record of breaking down complex process and identifying key pain
points in order to deliver business improvements at the regional or global
level
How to Apply
Position: Operations manager
Job description
As an Operations Manager, you will be responsible for
managing the overall performance and governance of the Statements of Work.
Responsibilities
- Manage
the overall performance and governance of the Statements of Work (together
with Vendor Account Management / Business Development)
- Manage
the day-to-day operations in accordance with requirements and SLAs set out
in this SOW. Prompt identification and resolution of Service delivery
issues including implementation of preventative measures. Transition
management during set up phase or expansion phases.
- Establish
the Vendor infrastructure necessary to perform the Services, including all
technology, financial, human resources, security, facilities and
communication resources. Install all Service delivery processes and
Service Level reporting mechanisms
- Provide
exceptional people management, mentorship and career development to
members of your team, including managers and Agents, achieve low attrition
levels and high employee engagement
- Drive
Operations teams to deliver continuous improvement and
productivity/quality gains
- Flag
and escalate business risks timely to the client.
Qualifications
- 8+
years of experience in operations, preferably in technology industry
- 5+
years of people management experience, including managing leaders, and a
strong desire to develop team members
- Bachelor’s
degree, or equivalent
- Dynamic
leader with experience and passion for managing large and diverse teams
across multiple sites in a fast-paced environment, able to deal with rapid
change and ambiguity
- Strategic
thinker with strong analytical and problem-solving skills
- Empathy
for the client community and passion to create an exceptional experience
and provide outstanding support
- Excited
to be part of a global operations teams, design effective business
operations, tackle complex problems, and develop individual team members
- Adaptable
and energized by a fast-paced environment
How to apply
