Responsibilities & Duties: 1. Responsible for Induction Training of new recruits, refresher trainings, responsible for Reward and Recognition and call audits 2. Conducting a training need analysis and developing a yearly plan based on 3. Ensure that call centre staff are trained on product , process and soft skills . 4. Developing an audit process , ensure effective management of call audit and customer audit processes . 5. Develop a certification process so that all employees who are trained are certified at the end of the training . Alongside also develop a mechanism to ensure that the weak staff are retrained and recertified. 6. Develop monthly Job knowledge testing programme for the staff . 7. Handling complex , queries and complaints of customers as well as the management . 8. Needs to be involved in recruitment of staff . 9. Evaluate new techniques of monitoring and auditing calls . 10. Follow the laid down Company policies and procedures . 11. Monitoring random calls to improve quality, minimize errors and track operative performance.

Profile	Minimum skills and Experience required: A. Education: University degree .Good knowledge and understanding of Call centre set up, Excellent communication skills . Degree or course in Training skills would be an advantage. B. Experience: Over 3-4 years experience in a similar position preferred C. Language: Excellent English and Arabic
Experience	2 - 5 years
Education	Basic - Bachelor of Commerce ( Commerce )
Nationality	Any Arabic National
Gender	Any

Name	Ms Ruchi - Busines Development Manager
Email	ruchi@career-hunters.com
Contact Number	LandLine : 00965-2622757, 00965 2652575