Training & Quality Assurance Specialist At Teledata Ict Ltd

Teledata ICT Ltd requires a Training & Quality Assurance Specialist for immediate employment.
Job Summary

• Position Title: Customer Service (Training & Quality Assurance Specialist)
• Department: Customer Service
• Location: Kokomlemle
• Position Report To: Customer Service Manager
  

Primary Purpose Of The Position
To ensure Customer Service Staff supporting Teledata ICT Customers have the right knowledge and skills to provide world class service as well as monitor/evaluate quality of service delivered across all contact channels.
Essential Functions /Duties Of The Position
Training and Quality Assurance functions including:

• Induction of new recruits on products and service, customer service procedures and processes
• Developing training modules and deploy for customer service and other staff
• Coordinates quarterly internal/external training for Customer Service Staff
• Facilitate training on all systems and applications
• Conducts and analyze surveys on quality of service from time to time
• Monitor service quality and ensure compliance to laid done procedures and policies
• Identify knowledge gaps, train and/or coach to bridge gap
• Identify service delivery gaps and initiate leveraging of staff
• Coach and mentor customer service staff excellent customer service delivery
  

Qualification Required & Experience

• Requires minimum of 3 to 5 years experience in similar role
• First Degree in Humanities
• Post Graduate Degree is an added advantage
• Other Customer Service related courses is an added advantage
• Practical Experience in Training and Quality Assurance within Telecommunications industry preferred
• Ability to coordinate, schedule, and evaluate training events
• Ability to plan and conduct multiple training programs to meet organizational training needs
• Ability to promote and coordinate a variety of training courses and programs in specific Ability to lead, supervise and coordinate others
• Communicates information to individuals or groups in a clear and concise manner
• Develop training instruction to address a specific training needs
• Ability to evaluate training feedback to monitor training effectiveness and make appropriate corrections
• Should be able to interpret, apply and communicate a variety of policies, procedures, and regulations related to staff development.
• Good understanding of quality assurance and monitoring
• Ability to remain neutral while ensuring quality standards are met
• Disciplined and ability to work under stressful conditions Good knowledge of MS tools
• Excellent orator in English
• Excellent interpersonal skills, analytically minded, self-starting, detail oriented and skilled at solving problems and explaining complex issues
• Implement and utilize quality assurance processes that ensure continual
• improvement in service delivery
  

Location: Kokomlemle, Accra
How To Apply For The Job
All resumes should be forwarded to:
clientservice@teledataict.com
Closing Date: 25 December, 2013
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