Learning & Quality Manager

Assist Digital is a Customer Experience Management Company. We provide end to end services blending human and artificial intelligence to improve our customer’s business performances. For our Tunis office we are looking for a:

Learning and Quality Manager

Who are you?

• You have superb interpersonal and leadership skills which are vital for this role, as good teamwork is important for our business success
• You have the ability to build consensus and relationships among team members, staff and employees.
• You have excellent verbal and written communication skills
• You are a creative, proactive and problem solver
• You have good organizational and time management skills
• Lean Six Sigma
• CX Standard
• Proven ability to develop a training program/staff
• Understanding of Adult Learning Theory/Principles
• Facilitation skills
• Excellent knowledge of English, French (written and spoken) in addition to Arabic
• You have good knowledge and use of the main MS Office applications (word, excel) and e-mail
• You have working experience in the area, preferably coming from international business contexts
• You have a previous experience in the same field ( Automotive background is a plus)

What are you going to do?

• Monitoring the daily business and staff with the aim of achieving maximum efficiency and profitability.
• Setting goals, analysis of call center metrics, ensuring that the company and staff meet the goals and provide reliable and efficient customer support.
• Ensuring leadership, development and training of Quality Specialist, Team Leader and Agents. Active engagement and support for team development in order to ensure better performance and efficiency planning.
• Carrying out staff performance reviews, needs assessment, cost analysis, and other operational strategy estimates.
• Establishing high standard of productivity, quality, and user service, and defining user guidelines.
• Managing and improving the performance of centers through performance monitoring, problem solving, system audits, and quality assurance measures.
• Preparing the annual budget after an assessment of needs, fixing overdrafts, cost-scaling analyses, and cost planning.
• Compression, gathering and analysis of trends and data at the call center, and preparing reports.
• Collaboration with Human Resources department in the employment process by interviewing potential workers and highlighting the clear job prospects.
• Monitoring the system maintenance and upgrade implementation. Pointing towards fixes and troubleshooting if necessary.

What do we offer?

• Stimulating, international work environment with heterogenous teams and the opportunity to expand your knowledge
• Full time employment contract
• Excellent Benefits Package
• Health insurance
• Transportation assured