Description


As a Telesales Agent you will be responsible for contacting potential and existing customers over the phone to promote and sell the client's services, aiming to generate leads and close sales by actively listening to customer needs, presenting services, addressing concerns and negotiating deals to meet sales target


Responsibilities


Use persuasion skills to sell... products and services to potential and existing customers
Develop relationships with customers and encourage repeat sales
Set and work towards daily, monthly, or quarterly sales goals
Document calls, leads, sales, and other key metrics
Analyze data to identify target customers and improve sales
Communicating with customers through various channels.
Acknowledging and resolving customer complaints.
Knowing our products inside and out to enable you respond to customer inquiries efficiently.
Keeping records of customer interactions, transactions, comments, and complaints.
Communicating and coordinating with colleagues as necessary.
Providing feedback on the efficiency of the customer service process.
Ensuring customer satisfaction and providing professional customer support.
Managing database records, drafting status reports on customer service issues.
Data entry and research as required to troubleshoot customer problems.


Requirements


Minimum of 1 year of experience as a Telesales agent, BPO background and/or other sales/customer service role
Proven track record of successfully meeting sales quota preferably over the phone
Degree/Diploma in any related field
C1 English and excellent grammar skills
Knowledge of IT programs i.e., Word, Excel, and fast fingers for typing
Great people skills
A sales-oriented approach
Proactive personality and self-motivator
Quick learner with the ability to absorb extensive information on the brand's history, product offerings and communications.
Demonstrates initiative with the ability to multi-task and detail oriented in a fast paced environment.
Outstanding written and verbal communication skills, great phone etiquette and elevated speech
Should be flexible to work in night shift. more

Job Summary


The Facilities Manager will be responsible for ensuring the smooth and efficient operation for Teleperformance Mombasa site. This role involves driving the optimal cost of facility operations while maintaining or improving service quality through innovative solutions, minimizing downtime, and leveraging technology. The Facilities Manager will ensure full compliance with safety,... security, and regulatory standards, both legal and company-mandated, while managing and coordinating sub-hired services for premises maintenance. Additionally, the role will require timely and effective response to the daily operational needs of various Teleperformance departments, ensuring seamless functionality across the site.


Key Responsibilities


Oversee the daily operations of the site, ensuring adherence to our quality standards and meeting the specific needs of our clients.
Manage facilities-related projects, including the installation of essential equipment, while ensuring the timely inspection, repair, and maintenance of electrical, plumbing, and other systems for facility and grounds equipment.
Implement efficient management practices for the physical facility and critical equipment across all sites within the Cluster.
Regularly assess and improve maintenance and housekeeping protocols to enhance efficiency, reduce risks, and maintain a safe work environment.
Act as the primary point of contact for environmental compliance issues, potentially taking on roles such as Energy Conservation Officer.
Lead and support sustainability initiatives and objectives, reinforcing our commitment to environmental stewardship and energy efficiency.
Serve as the main escalation point for site-specific facility concerns, addressing and resolving local issues promptly and effectively.
Ensure a unified approach across multiple business sites, promoting consistency and synergy in facilities management practices.
Collaborate with other team members to standardize facilities management across all sites, fostering a cohesive, efficient, and positive workplace aligned with our company values.


Requirement


Degree in Engineering, or business-related or equivalent
At least 5 years in a similar role, preferably in a multi-site organization.
Proven track record in compliance with Kenyan facilities regulations.
Has the ability to work independently. Can work with very minimal supervision.
Computer literate. 
Good English communication skills (written and oral).
Dynamic and can work under pressure.
In-depth knowledge of building systems (HVAC, Mechanical, Fire Protection, Electrical, Civil, Sanitary, Plumbing), particularly in aging infrastructure.
Capable of evaluating and prioritizing repair and maintenance requirements
Proven ability to lead and manage multiple teams across various locations.
Experienced in coordinating with regional FM Supervisors and Head Technicians to maintain consistent standards across all sites. more

Responsibilities

Maintaining a positive, friendly, empathetic, and professional attitude toward customers at all times.
Responding promptly to customer inquiries via phone and through emails and chats.
Communicating with customers through various channels.
Acknowledging and resolving customer complaints.
Knowing our products inside and out to enable you respond to customer inquiries... efficiently.
Keeping records of customer interactions, transactions, comments, and complaints.
Communicating and coordinating with colleagues as necessary.
Providing feedback on the efficiency of the customer service process.
Ensuring customer satisfaction and providing professional customer support.
Maintaining solid customer relationships by handling questions and concerns with speed and professionalism.
Managing database records, drafting status reports on customer service issues.
Data entry and research as required to troubleshoot customer problems.

Requirements

Minimum of 1 year experience in Customer Service
Degree/Diploma in any related field
C1 English and excellent grammar skills
Knowledge of IT programs i.e., Word, Excel, and fast fingers for typing
Great people skills
A sales-oriented approach
Proactive personality and self-motivator
Quick learner with the ability to absorb extensive information on the brand's history, product offerings and communications.
Demonstrates initiative with the ability to multi-task and detail oriented in a fast

paced environment.
Outstanding written and verbal communication skills, great phone etiquette and

elevated speech
Should be flexible to work in shifts both day and night. more

Responsibilities

Manage a team of Quality Assurance Specialists.
Act as overall point of contact for all training and quality needs for the client.
Responsible for leading the Training Programs including on-boarding and ongoing training.
Monitor and evaluate training program’s effectiveness and success periodically and report on them.
Ensure continuous control, development, and curation of... training content. Collaborate with subject matter experts to ensure accuracy and relevancy of training materials.
Training Needs Assessment: Driving thorough assessments to identify skill gaps and training needs across departments. Tailor training programs to address these gaps and enhance employee performance.
Control and follow up of quality and training key performance indicators.
Create and improve the QA methodology and framework to measure the quality of service delivered.
Analyze Key Performance Indicator data and develop initiatives to close identified gaps in performance.
Implement methods to evaluate the effectiveness of quality audits, training programs, knowledge assessments, surveys, and feedback sessions.
Cross-Functional Collaboration: Work closely with department heads and managers to understand their teams' specific training & quality needs.
Provide guidance and mentorship to foster a culture of continuous learning and development within the team.
Document team processes and company policies to record quality management framework, standards, and procedures.
Report inconsistencies and/or possible loopholes in processes and policies.
Proactively report issues encountered affecting self and team productivity with a recommendation on how to resolve them.

Requirements

This position is open to all internal employees.

Degree/Diploma in education, Communication, HR or Public relations.
Competency in C1 English and excellent grammar and interpersonal communication skills.
Proven experience in a business quality and training department is valued.
Strong analytical skills; ability to motivate, support and inspire.
Strong organizational and project management skills.
Proficiency in MS office suite, on-line tool and processes.
Proactive and customer service focused work attitude.
Familiarity with learning management systems (LMS) and training technology.
Leadership qualities and the ability to inspire and motivate training teams. more

Responsibilities

Manage the call volume, daily attendance and program break schedules
Assist with creation if metrics and targets for services
Work closely with the operations team to analyze and help improve their delivery processes
Generate ideas for process and service improvement planning
Produce daily, biweekly and monthly internal reports
Use trends and reports to forecast... requirements
Assist with projects and other duties as requested or assigned

Requirements

Degree in Statistics or any related field
Demonstrate sound work ethic
Must have advanced level Microsoft Excel skills – Including advanced formulas, also Word and Excel
Proficiency in R, Python, SPSS, STATA, C++ Proficiency in data visualization tools
Ability to create reports in Excel and forecast results
Attention to detail and high level of accuracy
Ability to multi-task, focus and complete reports for extended periods of time
Previous call centre experience in similar post is desirable
Previous Work Force Management experience is considered an asset
Ability to take initiative
Flexible team player with a positive attitude
Must have good time management with the ability to work with minimal supervision and under tight timelines
Capable of managing multiple, simultaneous projects
Must be friendly and professional with a positive attitude
Organized with the able to quickly and effectively adapt to change
Excellent attendance record and ability to communicate professionally - oral and written
Problem solving skills: Creative and Innovative - ability to introduce creative ideas into own work and use personal freedom to develop and implement creative ideas and suggestions and take a creative approach to problems. more

We are looking to hire an HRSS Assistant .
Responsibilities

In-charge of processing travel insurance and confirmation letters for employees traveling out of Kenya for Majorel business related assignments.
In charge of processing all immigration requirement documents or permits for expatriates in Kenya.
Consistently update expatriates on the progress of their special pass/ work permit from... time to time.
Ensure all expatriates are well educated on the policies around Immigration requirements.
Keep track and monitor expats immigration status and must ensure all expats have up to date immigration documents e.g. Visa, Passport, Special pass, Work Permit and Alien ID etc.
Ensure expats flight booking are initiated and processed on time.
In charge of managing employee leave records, updating leave tracker and reporting leave utilized on weekly/quarterly basis.
Work closely with DPO and Admin on handing over and recovery of all Majorel properties at the appropriate time
In charge of creating new joiners’ profile in the Hire2Join and uploading policies from time to time.
Maintain accurate and upto date SolveIT, SP & WP trackers.
Perform any other duty as assigned to you by the supervisor.

Job Requirements 

Degree or Diploma in HR
2-3 years’ work experience as a HR.
Must be Active IHRM Member
Excellent verbal and written communication skills.
Proficient with MS Office Suite.
Excellent interpersonal skills with the ability to manage sensitive and confidential situations with tact and professionalism.
Analytical expertise.
Ability to work in a team.
Excellent organization skills and attention to details.
Loyalty and discreteness. more

We are looking to hire an Accountant (Mombasa-Based)
Responsibilities

Posting of transactions into QuickBooks systems
Ensuring all the financial records are kept up to date with the latest transactions and changes.
Coordinate and manage accounts payable and receivables.
Responsible for handling statutory payments including KRA (Corporate Tax, WHT, Advance Tax, VAT, PAYE), NITA, NHIF, HELB... and NSSF.
Processing of payments.
Assist in the preparation of financial reports.
Reconcile bank statements.
Participate in financial audits.
Ensure maintenance of the general and subsidiary ledgers.
Identify and resolve any accounting discrepancies and other related issues.
Assist in month end reporting activities, including processing the general ledger transactions and adjustments

Qualifications

CPA-K and bachelor’s degree in Commerce, Finance, Accounting or any business related course will be an added advantage.
3 -5 Years relevant experience.
Age Bracket Above 23 Years
Experience working with QuickBooks
Thorough understanding of IFRSs’
Ability to work as a team across multicultural teams
Creative and Proactive thinking towards process improvements
Self-motivated and reliable to meeting deadlines.
Ability to exercise strong judgement and independence. Strong organizational and time management skills. Thrives working both independently (a self-starter) and collaboratively. Dependable, respectful and consistently works to uphold company ethics and standards. more

Description
We are looking to hire an Information Security Analyst who will be responsible for establishing and maintaining the organization information security management system to ensure that information assets are adequately protected. You will be required to identify, evaluate and report on information security risks in a manner that meets compliance and regulatory requirements, and aligns... with and supports the risk posture of the enterprise.
Responsibilities

Implement, maintain, and continuously improve the effectiveness ISMS within the local reporting unit.
Support service delivery in local reporting unit in preparation for client assessments or industry specific certification and compliance audits as ISO27001, PCI DSS, SSAE, etc.
Performs business impact and risk impact analysis and operational security risk assessments
Ensure compliance and effectiveness of controls by conducting periodic compliance assessments and internal audits.
Facilitate the development of corrective action and remediation plans for the identified gaps, issues, risks or vulnerabilities. Ensure that all committed resolutions to audit findings, risks and security incidents are monitored, reviewed, resolved and reported on timely manner.
Develop consultative relationships with different departments to educate them on Majorel’s risk management framework, exception process and promote adherence to company policies, contractual and regulatory requirements.
Engage proactively in business transitions, local projects and/or initiatives in order to identify potential compliance and security risks.
Support the local implementation of global and regional security education, training and awareness programs.
Work cross-functionally and represent the Information Security Organization in discussions with different stakeholders and extend assistance to educate relevant users on how to comply to the different information security and data protection policies of the company
Facilitate the investigation of a potential or actual security breaches, assist in the development and implementation of corrective action plans, research root cause and document the entire investigation process according to policy/procedure.
Conducts security incident response training and exercise within the local unit and designated client accounts.
Support the implement of business continuity processes within the local scope and assist in testing activities.
Assist with integrating information security policy, standards, contractual and regulatory compliance requirements into the organization processes.
Prepare proposals in cooperation with Sr. ISO to improve the security posture of the local reporting unit and brings them to the attention of the management during regular reporting cycle or whenever necessary;
Liaise with other Majorel functions, including Key and Technical Account Management, Audit, Risk and Compliance, Data Privacy Office, BCM, Security Operations Center, Project Management Office to ensure the risk management process is efficient and effective.
Fulfill other tasks related to the position as required

Requirements

Minimum 4 years of progressive professional experience in Information Security compliance, data protection, security audit and risk management preferably in the BPO industry
Bachelor’s degree in Information Technology, Computer Science, Administration Management or equivalent
Familiar with different regulations and standards related to information security and data protection (e.g. ISO27001, PCI DSS, SSAE, COBIT, etc.)
Preferably a certified information security professional, relevant certifications are CISM (Certified Information Security Manager), CRISC (Certified Risk and Information System Control), CISA (Certified Information System Auditor), ISO/IEC 27001 Information Security Officer or ISO/IEC 27001 Lead Auditor and CISSP (Certified Information Systems Security Professional)

Personal Attributes

Proactive, confident and motivated.
Strong bias for action, a keen sense of urgency and ability to drive results.
Logical Thinking more

Responsibilities 

 Supporting with the management, coaching and personal development of new employees. Supporting in the administration of disciplinary cases in compliance with HR policies and labor laws.
Custodian of all disciplinary records, including and not limited to witness statements, emails, outcome letters, hearing notes (minutes), computer records, exit letters, and any other appeal... paperwork. 
Maintaining and ensuring that the disciplinary tracker is up to date.
Ensuring the integrity and confidentiality of disciplinary records.
Working hand in hand with HRBP lead to administer exit interviews and review issues reported from time to time.
Supporting effective networking and liaison across the organization, especially with the Operations team regarding Performance Management and Disciplinary issues. 
Positively influencing the people agenda. 
Assisting with Internal Interviews and working to streamline the process when the need arises. 
Assisting the HRBP Specialist in developing initiatives to encourage good attendance at work, employee well-being, and the employee recognition scheme. 
Supporting the driving and maintenance of various processes to facilitate employee motivation and retention. 
Supporting research into emerging employment legislation and best practice to support employee strategy delivery. 
Maintain all documentation received by employees related to the docket. 
Fulfilling the tasks deriving directly from his position without being directly ordered so. 
Assisting HRBP lead in all areas related to Human Resources Management
Positively influencing the people agenda. 
Assisting with Internal Job Postings. 
Carrying out first day induction for employees. 
Supporting employee relation forums that provide an opportunity for employees to connect and bond with management and peers.
Assisting the HRBP Specialist in developing initiatives to encourage good attendance at work, employee well-being and the employee recognition scheme. 
Supporting the driving and maintenance of various processes to facilitate employee engagement, motivation, and communication. 
Ensuring unbiased and complete investigation procedures, and compliance with the policy and process, and closure of issues reported. 
Assist with the development and maintenance of the Wellness communication and company-wide updates. 
Assisting with Wellness Committee meetings and creating presentation materials as needed to support the initiatives of the Wellness and the Feel-Good Program. 
Attending, encouraging, and planning events with guidance through the Feel-Good Program. 
Supervising product design and other forms of internal/external marketing to maintain consistency in branding
Creating media, from press releases to social media messages, that shape public opinion of the company and increase awareness of its brand.

Behavioral Competencies 

He/she must be highly motivated, well organized, detail-oriented, creative, and innovative, and possess good time management and multitasking skills. 
Personal characteristics: suitable intonation for phone attendance, initiative, openness, positive attitude, good articulation, flexibility, speed, stress endurance, friendliness, diligence, loyalty to the employer. 
Strong presentation & articulation skills 
Ability to influence and align Ability to think creatively 
Networked externally Robust business understanding 
Proactive, confident, and motivated with a strong bias for action, a keen sense of urgency and ability to drive results. 
Team player, High on execution and strategy Logical Thinking, High on Integrity, and ability to walk the talk. 
Commitment to further training / continuous learning and development. 
Live the company values being fair, forward-thinking, accountable, customer focused, open, transparent, proud, and passionate, so that the highest standards of employee care and support can be achieved.
Ability to deliver training/awareness sessions. 
Excellent communication and interpersonal skills.

Requirements 

Degree in HR or any related field 
Must be a registered Member of IHRM
2-3 years' work experience in HR especially in a BPO is desirable more

Job Purpose
Role of a Business Partner assistant is to work closely with the HRBP lead to help facilitate (through multiple initiatives) and maintain high morale and teamwork resulting in high, employee satisfaction. S/he will support with attracting, engaging, and retaining a team of competent employees, creating a high performance and positive work culture. The incumbent will work in... partnership to provide specialist coaching, support & influence that enables Key Business deliverables.
Responsibilities

Supporting with the management, coaching and personal development of new employees.
Supporting with effective networking and liaison across the organization.
Positively influencing the people agenda.
Assisting with Internal Job Postings.
PAE Administration.
Carrying out first day induction for employees.
Supporting employee relation forums that provide an opportunity for employees to connect and bond with management and peers.
Assisting the HRBP Specialist in developing initiatives to encourage good attendance at work, employee well-being and the employee recognition scheme.
Supporting the driving and maintenance of various processes to facilitate employee engagement, motivation, and communication.
Ensuring unbiased and complete investigation procedures, and compliance with the policy and process, and closure of issues reported.
Supporting the HRBP systems Supporting with research into emerging employment legislation and best practice to support employee strategy delivery.
Assist with the development and maintenance of the Wellness communication and company-wide updates.
Maintain all documentation received by employees related to the docket.
Assisting with Wellness Committee meetings and creating presentation materials as needed to support the initiatives of the Wellness and the Feel-Good Program.
Attending, encouraging, and planning events with guidance through the Feel-Good Program.
Fulfilling the tasks deriving directly from his position without being directly ordered so.
Supervising product design and other forms of internal/external marketing to maintain consistency in branding
Creating media, from press releases to social media messages, that shape public opinion of the company and increase awareness of its brand.

Requirements;

He/she must be highly motivated, well organized, detail-oriented, creative, and innovative, and possess good time management and multitasking skills.
Personal characteristics: suitable intonation for phone attendance, initiative, openness, positive attitude, good articulation, flexibility, speed, stress endurance, friendliness, diligence, loyalty to the employer.
Strong presentation & articulation skills
Ability to influence and align Ability to think creatively
Networked externally Robust business understanding
Proactive, confident, and motivated with a strong bias for action, a keen sense of urgency and ability to drive results.
Team player, High on execution and strategy Logical Thinking, High on Integrity, and ability to walk the talk.
Commitment to further training / continuous learning and development.
Live the company values being fair, forward-thinking, accountable, customer focused, open, transparent, proud, and passionate, so that the highest standards of employee care and support can be achieved.
Ability to deliver training/awareness sessions.
Excellent communication and interpersonal skills.

Please Note  The successfull candidates should be willing to work flexi shifts and operate 24/7, so no fixed Saturday - Sunday off. more

Responsibilities to include but not be limited to the following 

Coordinate the exchange of Policy-related information from/with the Client and disseminate across other teams and ensure all the resources provided are available to implement policies 
Maintain regular contact and give feedback to Client with regards to Policy-related changes for the successful enforcement of the policies 
Spot... trends and flag potential issues that may arise from the application of Client's policies and offer suggestions or solutions 
Engage with Training and Quality teams regularly to ensure robust and consistent enforcement and correct understanding of Client's policies 
Flag resource constraints, policy issues or inconsistencies timely 
Gather insights and offer policy suggestions based on the direct application of the policies 
Ensure continuous improvement of resources and materials provided 
Ensure effective knowledge sharing and sign off/approval processes are in place for both Training and Policy between Vendor and client’s team. 
Liaise directly with the Client's Policy team to gather/discuss/debate questions and engage with Client to obtain answers 

Recommended Qualifications 

Proficient level of English and ideally fluent in another key language served by outsourcing site 
Experience in an Operations environment, preferably in an international environment 
Good knowledge of quality/training processes and policy enforcement in an Operations Environment 
High level of energy, drive, enthusiasm, initiative and commitment 
Excellent communication, consulting, influencing and interpersonal skills 
Proven track record of collaborating with cross-functional groups to produce results 
Passion for ensuring a world class support experience for our community 
Demonstrated ability to perform well in a rapidly changing environment and across multiple sites/teams. more

Responsibilities to include but not be limited to the following

Project manager multiple small to medium scale projects from scoping through to implementation and roll out.
Partner with cross-functional partners internally and externally (such as Markets, Policy, Quality, Training and WFM) to enable outsourcing operations that help improve our community experience and support
Identify... potential risks or issues with project implementations, and proactively drive communication with internal and external stakeholders during projects
Translate business requirements into implementation plans, furthering our mission of protecting and supporting our client’s community.
Play an active role by contributing to improving policies, product, process and support system solutions.

Recommended Qualifications

3+ years Project Management experience, with expertise in process management, operations-based projects and a strong track record in implementation of these projects
Proven ability to manage multiple projects concurrently through to successful implementation in an operational environment
Ability to work in a fast-paced environment with minimal guidance
Experience working with internal/ external stakeholders in multiple geographic regions. more

Responsibilities

Responsible for evaluating online social media content (images, videos, text, etc.), showed in the social media app that you offer support.
Selecting the content according to the internal policy and criteria.
Removal of inappropriate content in order to ensure a safe experience for users of the application and community.
Maintain a high level of quality in each case that you... review.

Requirements

B1 proficiency level in French language.
Good level of English language.
Proactive attitude.
Knowledge of IT programs as well as fast fingers for typing
Involved in assuring the happiness of the customers. Fast thinker and ability to resolve situations as they come on thе spot with focus on attention to details.
Timeframe: Availability to work in shifts and in weekends. more

We are Looking for a Social Media Expert who will ensure that all content on the client platforms are aligned with the respective community standards. Previous experience in shared services, Business Process Outsourcing environment, or comparable service management environment is desirable. 
Responsibilities

Review & moderate content, potentially not aligning with client’s policies and... guidelines.
Evaluate and decide on content going against our client's community standards.
Commit to deliver a high standard of accuracy and quality at all time.

Requirements 

Excellent language skills – Swahili & English.
High awareness of the cultural and political situation, noteworthy social issues, and popular trends in the market/region you will be supporting.
5 working days (Open to rotating shift).
 A desire to work in a team-based, fast-paced, international environment where you’ll need to embrace different cultures, nationalities, and languages.

What's in for you :

Excellent Salary & Allowances.
Excellent Career development and skill enhancement training to learn.
Medical (Self) Accidental & Life insurance.
Free Induction Snack In the Office
Modern and multinational working environment at an attractive location.
Working shifts - 24/7 ( Both night and Day). more

We are Looking for a Social Media Expert who will ensure that all content on the client platforms are aligned with the respective community standards. Previous experience in shared services, Business Process Outsourcing environment, or comparable service management environment is desirable. 
Responsibilities

Review & moderate content, potentially not aligning with client’s policies and... guidelines.
Evaluate and decide on content going against our client's community standards.
Commit to deliver a high standard of accuracy and quality at all time.

Requirements 

Excellent language skills – Swahili & English.
High awareness of the cultural and political situation, noteworthy social issues, and popular trends in the market/region you will be supporting.
5 working days (Open to rotating shift).
 A desire to work in a team-based, fast-paced, international environment where you’ll need to embrace different cultures, nationalities, and languages.

What's in for you :

Excellent Salary & Allowances.
Excellent Career development and skill enhancement training to learn.
Medical (Self) Accidental & Life insurance.
Free Induction Snack In the Office
Modern and multinational working environment at an attractive location.
Working shifts - 24/7 ( Both night and Day). more

We are Looking for a Social Media Expert who will ensure that all content on the client platforms are aligned with the respective community standards. Previous experience in shared services, Business Process Outsourcing environment, or comparable service management environment is desirable. 
Responsibilities

Review & moderate content, potentially not aligning with client’s policies and... guidelines.
Evaluate and decide on content going against our client's community standards.
Commit to deliver a high standard of accuracy and quality at all time.

Requirements 

Excellent language skills – Swahili & English.
High awareness of the cultural and political situation, noteworthy social issues, and popular trends in the market/region you will be supporting.
5 working days (Open to rotating shift).
 A desire to work in a team-based, fast-paced, international environment where you’ll need to embrace different cultures, nationalities, and languages.

What's in for you :

Excellent Salary & Allowances.
Excellent Career development and skill enhancement training to learn.
Medical (Self) Accidental & Life insurance.
Free Induction Snack In the Office
Modern and multinational working environment at an attractive location.
Working shifts - 24/7 ( Both night and Day). more

Position Summary:
The Content Mediation Quality and Support Analyst performs all duties required of a Quality Coach and functions as the Client SME.  The Content Mediation Quality and Support Analyst supports and coaches team members, trains and enforces policies and drives quality performance, while balancing the need for efficiency. Position is a liaison between training, quality,... and

operations. 
Position conducts audits and analyzes metrics to report trends and patterns.  Incumbent may be required to conduct upskill training and reinforce associated changes to operations teams.  Gains exposure to some of the complex tasks within the job function. Occasionally directed in several aspects of the work. Typically requires 2 to 4 years of related experience.
Overall Responsibilities
(Duties are project specific and may vary)

Communicates with and supports all relevant stakeholders (Quality Manager, Operations Manager, Supervisors, and partners with client internal teams to ensure that decisions made by Vendor’s content moderation staff are being regularly audited for accuracy and that performance feedback is being shared with the responsible teams
Supports every aspect of internal quality audits from audit planning, implementation, feedback and re-audit as required.
Completes all audits in the required timeframe and provides timely and usable feedback to relevant stakeholders to drive
improved performance.
Proactively identifies areas of content policies/operational guidelines requiring training and coordinates findings
with training partners to bridge knowledge gaps.
Collaborates with relevant Operations team(s) and Quality Manager(s) for performance enhancement of personnel not meeting effectiveness metrics.
Becomes and remains knowledgeable about client products and community standards and serves as the expert to ensure awareness and understanding of Content Policy and Operational Guidelines and reinforces associated changes to operations teams.
Makes well balanced decisions related to effectiveness metrics and is driven to be an effective advocate for our community by reinforcing processes and policy changes to operations teams.
Mentors new teammates on the use of audit tools and systems
Develops process documentation and aggregate feedback about the functionality of audit tools.
Identifies, aggregates, prioritizes and reports on inefficiencies and error trends in processes/systems/tools/policies through
root cause analysis, and suggests solutions through action plans.
Recognizes trends and patterns and escalates issues regarding client policy to the global team for mitigation.
Uses market specific knowledge, signals and insights to spot and scope scalable solutions to improve the support of our
community of users.
Works closely with Quality Leaders to develop and support the planning and design of improvement initiatives.
Coach and mentor new hire ‘Agents’ during nesting phase on the floor
Provides Real Time support by resolving inquiries coaching & mentoring with high quality, speed, empathy and accuracy to tenured Agents post onboarding phase.  This includes but is
not limited to: side-by-side coaching, Team Huddles, & RCA coaching.
Assists in the implementation and follow-through of corrective & preventive action plans for performance improvement focused
on accuracy while balancing efficiency.
Display a strong bias to doing what’s right for our community in supporting client's mission.
Investigates and resolves issues that are reported on client sites such as requests for account support and reports of potentially abusive content.
Enforces client's Terms of Use by carefully monitoring reports of abuse on the site.
Reviews production jobs in the agreed turnaround times and standards of quality.

Job Requirements:

 Passion for providing 1:1 support to people with accuracy and empathy.
Strong interpersonal skills, verbal and written communication skills and most importantly empathy
2+ years' experience in a quality control environment
 Written and verbal language proficiency in English and at least one local language supported at the site.
Strong practical experience with Excel (PivotTable, Charts, Statistical functions) is essential.
Experience with Tableau/Power BI or other similar tools is a plus.
Exceptional attention to detail and nuance
Demonstrated ability to perform well in a highly dynamic, rapidly changing environment.
Strong critical thinking and problem-solving skills
Ability to multitask and work independently in an unstructured environment.
High affinity and cultural awareness of political/social situation regarding the relevant market/region that will be supported by each ‘Agent’ – which is critical to be aware of the cultural/regional differences for nuanced policy decisions to be applied in accordance with client’s abuse standard policies and training materials.
1 year plus experience on the applicable client account. 

Physical Demands & Work Environment: 

While performing the duties of this job the employee requires mobility, the ability to distinguish letters, numbers and symbols as well as hand/eye coordination. The employee regularly sits for long periods of time. The employee is occasionally required to stand, walk, and reach with hands and arms. The employee regularly uses office equipment. Employee will regularly use a computer for extended periods of time. The employee must
occasionally lift and/or move up to 10 pounds.
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
 All of the above job duties may be changed/modified/deleted at any time by the Company; any other job duties may be assigned as needed.

Standard General Security Roles and Responsibilities          

Understand and adhere to policies, guidelines and procedures pertaining to ethics and compliance, and to the protection of Information Assets, integrity of customer transactions, proper and ethical utilization of access privileges and resources provided to perform the role. Fully comply with all provisions of the Company Code of Conduct, Acceptable Use Policy and Confidentiality Agreement.
 Protect company assets, systems, proprietary and confidential information in accordance with Majorel Confidentiality policy and Corporate Information Security Policies and Procedures.
Proactively report actual or suspected ethics and compliance violations,vulnerabilities, security incidents and breaches in the confidentiality,integrity or availability of Information assets as per the Company’s Incident Reporting Process.
Process personal data, client data and employer business specific data in accordance with customer contracts, company guidelines and federal and state requirements. more

Position Summary:
The Quality Manager oversees the Contact Center Quality program and provides direct support for Transaction Monitoring requirements, or Sales Verification or other requirements for a program or a vertical account either within a site and/or across multiple locations or region.
This incumbent will supervise all personnel assigned to the quality program. This individual is... responsible for the accuracy of evaluations, analysis and overall performance of Transaction Monitoring (Quality Coach) Team. Additionally this incumbent is responsible for their staff and program development.
The quality manager is responsible for the proactive identification of account level performance related opportunities by KPI up to and including but not limited to customer experience (CSAT) drivers, sales conversion influencers, customer satisfaction levers, agent learning opportunities, knowledge management improvement areas by client program. The Quality Manager works closely with the Operations team in support of clients and programs. This position has direct client interface and is responsible for the overall quality program.
Overall Responsibilities:

Maintain and monitor accurate performance trends for each direct report as overall team level performance.
Manage resources across the assigned vertical/portfolio (i.e. personnel schedules, technology by account needs).
Evaluate and manage levels of staff effectiveness by partnering with operations to create improvement action plans.
Identify and develop programs for overall quality improvement.
Ensure facilitation and coordination of calibration process and sessions (both internal/external)
Develop and maintain strong working relationships with internal operations personnel and clients.
Establish rapport and effective working relationships with client services and vertical/portfolio business owners in order to understand specific needs for their accounts.
Oversee and administer audits of key support processes within each account.
Conduct periodic audit of staff and departmental processes and recommends change.
Ensure consistent application of the quality process/system.
Attend and/Facilitate Client Calibration or monitoring sessions.
Facilitate Quality training and/or initiatives as needed.
Deliver client-facing presentations related to contact center quality.
Responsible for day-to-day oversight and functional supervision of the program, including work assignment, performance and attendance oversight; administers Transaction Monitoring team coaching and development and all associated performance management responsibilities, drives input into selecting, training, developing, and completing performance. appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirements.
Identifies and develops continuous improvement opportunities applicable to account, workgroup and department.
Utilize common process methodology for process improvement.

Job Requirements:

Proven ability to manage people, processes, and technology.
Strategic thinker and strong analytical skills.
Excellent understanding and QA principles.
Client Relationship exposure.
Experience with developing a QA team/program in a call center environment.
Superior written and verbal communication skills and presentation skills.
Excellent leadership and developmental skills
Demonstrated success managing new initiatives while meeting operating
and budgetary requirements.
Strong knowledge of call center software, technology and key indicators.
High internal customer focused orientation
Excellent Time Management
Planning/ organizing / prioritizing skills.
Minimum 2-years of direct supervisory experience within an inbound/outbound contact/call center, required.
Must have proficiency with various classic software applications programs including Microsoft Word, MS Excel, MS PowerPoint, MS Outlook
Call Center Operations experience
Strong working knowledge of Transaction Monitoring systems, preferably Nice, Witness, Verint, etc.
Highly analytical
Strong Presentation Skills
Team-oriented
Ability to manage and develop a team across multiple sites, virtual team experience.
Self-motivated
Performance-oriented
Excellent oral and written communication skills, in English
Ability to build rapport and work effectively with all levels of management and clients.
Ability to Travel

Education/Experience:

Top Tier Quality Experience
Program Level Experience required.
College experience or related work experience.
3-5 Years of relevant supervisory experience
Must have strong background and knowledge in Quality assurance areas.
Strong Business Process Improvement knowledge and/or Training Preferred.
COPC, APAQ, Transaction Monitoring, Six Sigma background/experience preferred.
Completed course in Transaction Monitoring/Call Center Quality Program, preferred.

Standard General Security Roles and Responsibilities

Understand and adhere to policies, guidelines and procedures pertaining to ethics and compliance, and to the protection of Information Assets, integrity of customer transactions, proper and ethical utilization of access privileges and resources
provided to perform the role. Fully comply with all provisions of the Company Code of Conduct, Acceptable Use Policy and Confidentiality Agreement.
Protect company assets, systems, proprietary and confidential information in accordance with arvato Confidentiality policy and Corporate Information Security Policiesand Procedures.
Proactively report actual or suspected ethics and compliance violations, vulnerabilities, security incidents and breaches in the confidentiality, integrity or availability of Information assets as per the Company’s Incident Reporting Process
Process personal data, client data and employer business specific data in accordance with customer contracts, company guidelines and federal and state requirements. more

Responsibilities

Manage the call volume, daily attendance and program break schedules
Assist with creation if metrics and targets for services
Work closely with the operations team to analyze and help improve their delivery processes
Generate ideas for process and service improvement planning
Produce daily, biweekly and monthly internal reports
Use trends and reports to forecast... requirements
Assist with projects and other duties as requested or assigned

Requirements 

Degree in Statistics or any related field
Demonstrate sound work ethic
Must have advanced level Microsoft Excel skills – Including advanced formulas, also Word and Excel
Proficiency in R, Python, SPSS, STATA, C++ Proficiency in data visualization tools
Ability to create reports in Excel and forecast results
Attention to detail and high level of accuracy
Ability to multi-task, focus and complete reports for extended periods of time
Previous call centre experience in similar post is desirable
Previous Work Force Management experience is considered an asset
Ability to take initiative
Flexible team player with a positive attitude
Must have good time management with the ability to work with minimal supervision and under tight timelines
Capable of managing multiple, simultaneous projects
Must be friendly and professional with a positive attitude
Organized with the able to quickly and effectively adapt to change
Excellent attendance record and ability to communicate professionally - oral and written
Problem solving skills: Creative and Innovative - ability to introduce creative ideas into own work and use personal freedom to develop and implement creative ideas and suggestions and take a creative approach to problems. more

Description
We are looking to hire a Trainer. As a trainer is responsible for assessing and evaluating the competency level of employees and conducting training needed to upskill and close any observed knowledge gaps.
Responsibilities
New Hire Onboarding

Introducing new hires to the company values, mission, and vision
New hire activation through client provided credentials
Training of new... hire batches including offering all the necessary support during the onboarding and nesting phase
Reporting to the Operations, Training and Quality stakeholders on any significant activity during onboarding
Provide weekly feedback on the progress of new hire training to Training, Quality andOperations Manager
Introducing the new hires to the assigned supervisor post training phase

Focused results Improvement

Work closely with supervisors and quality team to determine training needs
Prepare training materials needed to conduct an upskilling/refresher training
Conducting refresher training based on business needs
Creating assessments to measure success of conducted training
Attend 100% calibration sessions

Training Content Creation


Develops program specific and related training curriculum and modules for Product, Soft-Skills and Culture and delivers training to new hires or existing staff to address training needs identified


Knowledge Assessment

To participate in all frontline activities (buzz sessions, Process Update Sessions, Quality Calibrations etc.) to maintain/enhance knowledge of product ·
Drive update dissemination & coverage of new process product updates in the process
Drive closure on client assigned trainings & refresher modules

Process Improvement

Evaluate Procedure impacts on results
Work closely with Ops and Quality team on employee development

Operational Support

Transaction time (Phone/Chat/Transaction/Moderation Time) in operations as communicated by the TQC to the Operations Leaders
Back up for Solution Coaches (Audit, coaching and cascading updates)

Requirements

Degree/Diploma in education, communication, HR or Public relations
Proficiency in MS office
Competency in C1 English and excellent grammar skills
Minimum 2 years’ experience preferably in a BPO sector
Overall understanding of customer service industry
Experience in managing new hire batches more