Tuesday 17 July 2012


Vacancy at Etisalat Nigeria: The Head, Quality Assurance and Training

Etisalat is an equal opportunity employer and supports workforce diversity. At Etisalat, we believe that diversity enriches our performance and products & services, the communities where we live and work, and the lives of our employees.
As our workforce evolves to reflect the growing diversity of our communities and the global marketplace, our efforts to understand, value, and incorporate differences become increasingly important. Women and minorities are encouraged to apply to suitable openings.

The Head-Quality Assurance and Training
Division: Customer Care
Reports to: Director-Customer Care

Job Summary:
  • Develop and deliver training & quality assurance strategy across Contact Center & all Customer Care support operations, including front-line sales
  • Develop implement and maintain quality programmes and activities primarily within Contact Center but also across all Customer Care functions
  • Ensure continuous improvement and advancement in key organizational development areas of Contact Centre staff in overall operational performance as measured by KPIs
Principal Functions:
  • Lead and motivate team of multi-site & multi-functional training & development personnel to design and deliver generic & customized training packages
  • Evaluate and continuously improve the quality & performance delivery of the entire training team
  • Establish training needs as well as design, develop and implement appropriate training programmes to ensure that content of training modules meet business needs, are fit for purpose, and technically correct and compliant
  • Lead the design, development & effective delivery of training to support new systems, partnerships, processes and working practices across the business unit enabling alternative learning methods and maximizing use of technology & resources
  • Ensure the delivery of the highest standards of service across all Customer Service Channels in accordance with specified business KPIs
  • Monitor and improve performance of Customer Care personnel through the feedback received from the Quality Monitoring and Appraisal processes
  • Identify root causes for process failures and develop/implement strategies for improvement
  • Work with HR Training & Performance Management to ensure that training & performance management activities are aligned to corporate standards and methodology
  • Work with Operational Heads/Managers and other key stakeholders to ensure training plans and outputs are delivered to schedule and that agreed KPIs are achieved
  • Champion and maintain positive relationships with internal and external customers
  • Manage business plans, resources & budgets to ensure efficiency and effectiveness of the training team to contribute to the enhancement of Customer Experience
  • Analyze & evaluate impact of training delivered, utilizing various testing methods, quality checks and feedback, and initiate action to continuously improve training standards
  • Manage, motivate & develop direct & indirect reports to maximize achievement of individuals utilizing the performance management framework to support the delivery of overall objectives for the Business Unit, reinforcing the culture and values through appropriate behaviours and actions
  • Lead the Customer Care Quality Assurance team to monitor, manage & ensure compliance with highest standards of quality according to specified business needs and approved policies/processes & SOPs
  • Drive process of continuous improvement in the area of quality service delivery across all Customer Care functions to support actions to develop and maintain best practice processes
  • Ensure effective implementation of monitoring tools measuring overall quality of service delivery against specified indicators and benchmarks specified in Customer Care’s strategic plans
  • Perform other duties as specified by the Director Customer Care 
Educational Requirements:
First degree or equivalent in relevant discipline; postgraduate/ professional qualifications in related field e.g CIPD may be an added advantage

Experience & Skills:

Between eight (8) and twelve (12) years’ directly relevant post-NYSC experience, with most recent four (4) years in a managerial role; demonstrable experience in quality management and inspirational training background also preferred.

Application deadline:  26th July 2012
Method of Application


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