Quality Training Specialist

Company Description

Ahlan is a unique loyalty program based in the Capital Governorate of Bahrain. We appreciate and credit our members when they dine-in or order online from their favourite restaurants. Our members can accumulate credit and spend it at any of the featured restaurants, providing a safe and easy way to earn rewards. With constant rewards and great offers, Ahlan is all about showing gratitude and welcoming our members.

Role Description

We are seeking a highly motivated and organized Quality & Training Specialist to play a vital role in our customer service team for the Ahlan app. This merged role combines responsibilities in both quality assurance and agent training, ensuring our team delivers exceptional customer service experiences.

Responsibilities:

• Quality Assurance:
• Monitor and evaluate customer interactions (calls, chats, others) to identify areas for improvement in agent performance, adherence to policies, and overall customer experience.
• Develop and maintain quality scorecards with key performance indicators (KPIs) to measure agent effectiveness.
• Provide constructive feedback and coaching to agents based on call evaluations, highlighting strengths and opportunities for development.
• Identify and document recurring customer issues, escalating them to the appropriate team for resolution.
• Analyze call center data and trends to identify opportunities for process improvement.

• Training & Development:
• Develop and deliver comprehensive training programs for new and existing customer service agents on Ahlan app functionalities, customer service best practices, company policies, and procedures.
• Maintain and update training materials to reflect changes in the app, policies, or customer service protocols.
• Utilize various training methods like classroom sessions, online modules, and on-the-job coaching to cater to different learning styles.
• Evaluate the effectiveness of training programs and make adjustments as needed.
• Stay updated on industry best practices in customer service training and incorporate them into training programs.

• Additional Responsibilities:
• Assist with onboarding new customer service agents.
• Participate in call center meetings and projects as needed.
• Maintain a positive and professional demeanor, fostering a collaborative work environment.

Qualifications:

• Minimum 1 years of experience in a customer service quality assurance or training role.
• Proven experience in evaluating and coaching customer service agents.
• Excellent communication, interpersonal, and presentation skills.
• Ability to develop and deliver engaging training programs.
• Strong analytical and problem-solving skills.
• Proficiency in Microsoft Office Suite.
• Experience with call center quality management software (a plus).
• Experience with the Ahlan app or similar food pick-up/delivery apps (highly preferred).
• Ability to work independently and as part of a team.
• Commitment to providing exceptional customer service.