Coach Service Quality Assurance

The Company:

Ooredoo is an organisation on the move. Thanks to our dedicated employees, we
continue to move closer towards our vision to be among the top ‎20
telecommunications companies in the world by ‎2020.
We are a dynamic global telecommunications player operating in ‎17 countries
across the Middle East, North Africa (MENA) and Asia. We cover a population of
more than half a billion people and serve more than ‎68 million customers.
In Kuwait, we employ approximately ‎1,000 talented people, all of whom are
driving Ooredoo to be the number one choice for world-class communications
services in Kuwait. In the face of intensifying competition, increasingly
sophisticated technology and rising customer expectations, nothing is more
important to our success than our team - and it's a team that you can be part
of.
Ooredoo's future is bright, and you can be part of our ongoing success.
The Role:

Dynamic rule involving multiple touch-points in the company, linking the Sales
Department and its sales channels with Marketing, Technology, HR and Customer
Experience in term of:
* Training the agents in-house and at branch (Training/Coaching & Mentoring)
* Information flow to sales from other Departments
* Enhancement of sales process / procedures

Key Responsibilties:

• 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 Organisation code of Practice and Ballcock 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 Programmers


• 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.

Job specific technical Skills:

• Required ‎3-‎5 years of experience in Sales, Training


• Strong knowledge of local market conditions and potential target market/


• Customers and sales techniques.


• Creative, innovative mind-set.


• Strong relationship management and training skills.


• Effective verbal/written communication in both Arabic and English.
  Ability to operate in a diverse multicultural, multinational work environment,
  exhibiting appropriate sensitivities.

Note: you will be required to attach the following:

‎1. Resume / cv