Lead, Customer Care Quality & Training

Job summary:The Lead, Customer Care Quality & Training is responsible for supporting the development and implementation of quality assurance and training initiatives within the Customer Services function. This role will focus on enhancing service quality, ensuring compliance with established standards, and providing training and support to customer relationship staff. The Lead will foster a culture of continuous improvement and excellence in customer service delivery.General Responsibilities:Policy, Procedures, Process and SystemsFollow the operational strategy in compliance with group delegation of authority policy.Ensure the compliance of organization’s policy, systems, processes, procedures, and controls in line with group delegation of authority policy so that all relevant procedural/legislative requirements are fulfilled while delivering a quality, cost-effective service in a consistent manner.ReportingEnsure that all reports are completed timely and comply with the business and organization’s policies and standards.Manage the preparation of periodical management reports and progress reports to keep the business senior management informed about the progress of various initiatives and to facilitate decision-making.Comply with organization’s requirements in a timely manner.Job Specific Responsibilities:Assist in supervising and coordinating all functions, resources, and strategies related to Customer Care Quality & Training, ensuring efficient and timely execution of initiatives.Collaborate with the Manager to set goals and re-engineer procedures that enhance quality parameters and training effectiveness.Support the reporting on the overall performance and progress of quality and training initiatives, providing insights and recommendations for improvement.Monitor key performance indicators (KPIs) related to service quality and training effectiveness, ensuring alignment with organizational objectives.Assist in supervising and evaluating the work of staff within the Quality & Training team, ensuring that programs are of high quality and resources are utilized effectively.Provide guidance and support to team members, fostering a culture of continuous improvement and professional development.Ensure that all customer-facing transactions align with the organization’s customer strategy, contributing to higher satisfaction and timely service delivery.Address customer needs, problems, and requests promptly, ensuring a positive customer experience.Support the enhancement of service quality for all customer relationship staff by facilitating and coordinating quality enhancement initiatives.Assist in the development and monitoring of quality standards, procedures, and documentation to support Total Quality Management (TQM) principles.Manage technical and documentation support in preparing, reviewing, and updating quality assurance policies and procedures in accordance with required standards and guidelines.Review databases on quality parameters and performance indicators, highlighting issues of concern for discussion with management.Assist in the implementation of Service Level Agreements (SLAs) to ensure compliance with prescribed service quality standards.Monitor and report on variances from SLAs, working collaboratively with relevant departments to resolve issues.Organize and facilitate training sessions for customer relationship staff, providing on-the-job training and coaching on effective call handling methods.Review and update training materials and handouts to ensure they reflect the latest quality standards and best practices.Revise training programs as necessary to adapt to changes in the work environment and customer service landscape.Conduct regular follow-ups to support the implementation of approved standards and ensure ongoing compliance.HSE, Security, and Risk Protocols:The Employee shall adhere to all the HSE, Security and Risk Management Rules & Procedures communicated by the company, including:Taking reasonable care of their own health, safety, and security.Taking reasonable care of the health, safety and security of persons that may be affected by their acts or omissions at work.Co-operate with their employer with respect to any instruction and/or actions taken by the employer to protect the employee and/ or comply with HSE and security requirements.Report to their immediate line manager any situation which they have reason to believe could present a risk, hazard, or issue to an individual or the company and which they cannot correct themselves.Report all HSE and security incidents and work-related injuries. Not intentionally or recklessly interfere with or misuse anything provided at the workplace that supports the interest of HSE, security and welfare.Essential RequirementsBachelor’s degree in business administration or equivalent6-9 years of relevant working experience.Master’s degree in business administration or equivalent preferred.