Training & Quality Manager - Irbid

Team Management

• Lead a team of up to 5 members

• Supervise and monitor the performance of team members weekly and monthly to make sure all related quality KPI’s are achieved.

• Monitor and enforce schedule adherence to ensure quality shift coverage.

• Share the best practices for the daily work based on the experience.

• Evaluate and document the monthly performance for each QTL.

Project Management:

• Develop a comprehensive quality management plan that outlines the quality objectives, standards, and processes for the outsourcing project.

• Collaborate with stakeholders to understand their quality expectations and incorporate them into the planning process.

• Follow-up on the alignment processes with the training department to align our goals.

• Collaborate with cross-functional teams to address complex quality challenges.

• Implement industry best practices and stay updated on emerging trends in quality management.

Documentation

• Maintain accurate records of quality-related activities, including audits, Database, testing results, people record, and LOBs records.

Reporting and Analysis

• Prepare a high level of analysis for the performance by looking on the data and trends to proactively address issues and drive continuous improvement.

• Share and discuss the prepared RCAs with the stakeholders and discuss the outcome in the weekly meetings.

• Develop corrective and preventive action plans with the team.

• Generate regular quality reports for management and stakeholders, highlighting quality indicators and areas of concern.

Communication Via Business Channels

• Assuring a decent response time on business channels.

• Handle the daily client’s requests.

Regular Meetings

• Attend and prepare for the weekly/monthly business review meetings.

• Prepare the documentation and presentation for any special events.

Candidate Profile

• A minimum of 2-5 years of relevant experience in Quality and Training field (Customer Service/ Content Moderation)
• C1 English language - Excellent Verbal and written communication skills.
• Excellent Problem-solving skills.
• Ability to work in a high-stress environment with shifting priorities. -
• Ability to multi-task, while maintaining accuracy. -
• Very Good knowledge in Project management concepts.
• Excellent MS office skills with a minimum of intermediate MS Excel.