Assistant Manager - Training & Service Quality

Job Description

Title: Assistant Manager - Training & Service Quality

Company Name: Genex Infosys Limited

Vacancy: 4

Job Location: Dhaka

Employment Status: Full-time

Educational Requirements:
∎ Bachelor degree in any discipline

Experience Requirements:
∎ 4 to 7 year(s)
∎ The applicants should have experience in the following area(s): Contact Center, Telecommunication

Job Responsibilities:
∎ Develops training materials, contents, and modules with focus on the input/recommendation received from HODs of client departments.
∎ Conducts training need analysis to determine specific training needs.
∎ Analyze feedback from participants and client departments and give required inputs for improving training effectiveness.
∎ Collect inputs/analyze requirements from client departments and conduct specialized trainings as and when required.
∎ Prepare the team in making activities for the training to enhance technical knowledge and soft skills.
∎ Retains and improves service quality by investigating customer complaints; collaborating with other members of management to develop new process and training methods
∎ Arranges quality documentation and reports by collecting, analyzing and summarizing information and trends including failed processes, stability studies, recalls, corrective actions, and re-validations
∎ Apprises job knowledge by studying trends in and developments in quality management; participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
∎ Enriches department and organization reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments.

Additional Requirements:
∎ Age 27 to 40 years
∎ Proven work experience in contact center quality assurance domain
∎ Track record in designing and executing successful quality driven programs
∎ Familiarity with traditional and modern quality assurance methods (mentoring, coaching, workshops, simulations etc)
∎ Excellent communication and leadership skills
∎ Ability to plan, multi-task and manage time effectively
∎ Strong writing and record keeping ability for reports

Salary: Negotiable

Compensation & Other Benefits:
∎ Mobile bill, Provident fund, Weekly 2 holidays, Insurance, Gratuity
∎ Festival Bonus: 2

Job Source: Online Job Posting.

Application Deadline: 15 Dec 2021

Company Information:
∎ 25 Nov 2021
∎ Genex Infosys Limited
∎ Address : Nitol Niloy Tower (Level 6-12), Nikunja C/A, Airport Road, Dhaka-1229
∎ Web :
∎ Business : Leading IT company trusted by global brands

Category: Customer Support/Call Centre

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