Ooredoo Group of Companies Hiring for Specialist Quality Assurance Coach L Phono Subsidiary Of Ooredoo Kuwait at Kuwait City, Kuwait Full Time

• To provide technical training to the ooredoo/ franchised sales agents in-house and at branch level (Training/Coaching).
• Information flow to sales from other Departments
• Ensure Qualitative measures of Shops are up to required levels (VOCE, MS, etc.)

Key Accountabilities and Activities

• Work closely with the Marketing & IT teams to create easily communicated training bilingual materials.
• Insure updates of training materials and communication releases over all communication channels.
• Updates job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
• Perform miscellaneous job related duties as assigned.
• Supports training financial objectives by recommending budget items; controlling costs.
• Ensure quality systems and processes are complied with at all times

• Assess Customer Experience and Quality of service/sales across Sales channels using different forms i.e. NPS, VOCE, Mystery Shopping, etc.
• Coordinates with the Training Team to Improves training effectiveness by developing new approaches and techniques; making support readily available; integrating support with routine job functions.
• Manage the implementation of performance tools within Sales department (eQuiz, Mystery shopper, CSAT.)
• Analyse the results of quality assurance tools within the sales department and highlights the gaps.
• Analyse the Individual KPIs for Sales team and highlights the area of development to increase Quality to Determines training needs
• Propose the suitable KPIs for the quality of Sales.
• The assessment, progression and completion of learners in line with Awarding Organization code of Practice and Babcock Quality Assurance framework

• Prepares new sales representatives by conducting orientation (Induction) to sales process/systems/manuals; developing individual coaching plans; providing resources and assistance; scheduling orientation drive-along with senior representatives.
• Visiting Agents at branches delivering teaching, learning & assessment towards their apprenticeship framework, including functional skills qualifications
• Building and developing relationships with employees to insure healthy work environment.
• Identify and engage potential employers and learners onto Apprenticeship Programmes

• Maintain the implementation of Sales process within all touch points.
• Apply the quality controls mechanism for quality of sales.
• Perform periodical reports for Sales performance.
• Perform required reports that measure the quality of Sales.
• Perform periodical reports of Sales agents assessments results
• Hold relevant meetings with all concerned departments to get updated with the latest information in terms of products and services and IT applications, and provide feedback and suggestions when necessary.
• Work with sales divisions’ managers to collect feedback and gather requirements related to Quality of Service/sales across channels and to take actions accordingly
• Will be the single point of contact between Sales and Marketing in terms of communication and dissemination of relevant information.
• Keep track of all information flow records and issue reports whenever needed by management.
• Maintaining documentation on teaching, learning and assessment within the e-portfolio system
• Manage own caseload to achieve timely completion rates for learners

Qualifications

• Bachelor degree in Business Management or similar discipline from a recognized tertiary institution