- Work with all Line managers, Operation managers, OEM Partners, Technical Training and Field Officers across the country to ensure training is planned, implemented and evaluated accordingly.- Review of training calendar to ensure it meets all the gaps noticed and highlighted during Gap analysis.- Coordinate all training activities both locally and internationally.- Reviewing of all training contents in accordance to the delivery expectation and aligning of curriculums to suite the current demands of the workforce.

 Determine and assess the organization’s training and employee development needs. Create training materials and programs to address specific business objectives Write reports, keep records, and manage training budget Work with employees, the human resources teams, and management to ensure the achievement of training objectives Monitor and assess the effectiveness and success of the training program Keeping up to date on the latest trends, developments, and best practices Identify and implement a wide range of training techniques to improve efficiency and returns on investment Manage employee enrolment for training, schedule training sessions, and organize resources to facilitate training programs Ensure full implementation of the performance management system Create an effective performance management procedure

 Align and ensure adaptation to QFAs’ management style, culture and core values Participate in the planning and execution of formal and advanced training for the operations team Conduct store/department visits to review team capabilities and monitor Help maintain the highest level of operational excellence in Operations by identifying barriersto service and advise solutions to fix them Develop and coordinate induction programs for new staff Design and apply assessment tools to measure training effectiveness Track and report on training outcomes Provide feedback to training participants and management Evaluate and make recommendations on training material and methodology Handle logistics for training activities

Observing and leading new hire training- Monitoring trainees progress throughout duration of training and provision of coaching and developmental feedback- Facilitating the transition of trainees from training to work environment while ensuring competency levels are sufficient- Participation in clients meetings and calibration for material and curriculum updates, also ensuring appropriate changes are included in future classes- Conducting daily tracking, including end of day course evaluation and trainee assessments- Researching product information for each account assigned by attending team meetings and periodic calibrations sessions, side by side observations, and call monitoring for training department purposes- Establishing relationship with design team to learn design methodology and became familiar with learner and facilitator guide standards- Maintaining and updating course and training evaluations for management review- Conducting Training Need Analysis and Implementation by working closely with the Quality Department- Delivering effective presentation and questioning skills/techniques to gauge learner understanding- Excellent understanding of MS office as required for maintaining training reports- Interacting with clients and represented training function at a process level- Establishing relationship with clients and receive feedback on course ware development and delivery- Providing refresher Training- Supporting and taking ownership for 0-30 days Associates.

• Identify and develop training programs to meet Contact Centre operational needs• Ensure that the training objectives are aligned with organization’s short, medium and long term goals• Develop specific training curriculum and modules to improve performance and address the skills gaps and performance deficiencies identified by the Quality Assurance Team. • Maintain a calendar of training programs designed to meet both the internal business requirements and external revenue generating opportunities.• Manage the interface and the interactions with ConSol’s training Partners e.g. QAI Global. • Conduct regular feedback surveys from training programs provided to both internal and external customers, collate and present results to Management. • Ensure the availability of appropriate training materials for executing training program• Regularly review course curriculum and content to ensure parity with industry standard contents. • Manage the logistics and resource planning for executing training program for internal and external customers.• Responsible for training, coaching, mentoring and human capacity development of staff and external training delegates

Part of a Team in the Back Office (Service Recovery) posed with resolving customer issues via Social Media Platform and delivering excellent customer experience.- Ensure a side by side approach to give all customers a WOW experience- I ensure that all customers are addressed efficiently and effectively.- Liaise with customers to understand their needs and assist accordingly- Educate customer on the most suitable products for them as per their particular needs.- Ensure prompt response to customer complains via Whatsapp Web, Wechat, Facebook, Twitter, tweet-deck and Lisa(Social Media Manager)

Part of a Team in the Back Office (Service Recovery) posed with resolving customer issues via Social Media Platform and delivering excellent customer experience.- Ensure a side by side approach to give all customers a WOW experience- I ensure that all customers are addressed efficiently and effectively.- Liaise with customers to understand their needs and assist accordingly- Educate customer on the most suitable products for them as per their particular needs.- Ensure prompt response to customer complains via Whatsapp Web, Wechat, Facebook, Twitter, tweet-deck and Lisa(Social Media Manager)

- Observing and leading new hire training- Monitoring trainees progress throughout duration of training and provision of coaching and developmental feedback- Facilitating the transition of trainees from training to work environment while ensuring competency levels are sufficient- Participation in clients meetings and calibration for material and curriculum updates, also ensuring appropriate changes are included in future classes- Conducting daily tracking, including end of day course evaluation and trainee assessments- Researching product information for each account assigned by attending team meetings and periodic calibrations sessions, side by side observations, and call monitoring for training department purposes- Establishing relationship with design team to learn design methodology and became familiar with learner and facilitator guide standards- Maintaining and updating course and training evaluations for management review- Conducting Training Need Analysis and Implementation by working closely with the Quality Department- Delivering effective presentation and questioning skills/techniques to gauge learner understanding- Excellent understanding of MS office as required for maintaining training reports- Interacting with clients and represented training function at a process level- Establishing relationship with clients and receive feedback on course ware development and delivery- Providing refresher Training- Supporting and taking ownership for 0-30 days Associates.

- Ensuring excellent customer service experience over the phone- Apply a side by side approach even when over the phone- Multitasking to ensure fast customer resolution - Update customers with information about previous and latest products and services and providing link for future interactions- Intimating customers on new products and services as well as promo offers- Upselling of company products and services over the phone- Ensuring customer retention via Customer Relationship Management techniques- Acting as intermediary between customer and resolution department for escalated queries- Ensuring proper follow- up with customers on queries- Querying, verifying and resolving customers’ various issues with the use of essential applications like Minsat 6.0, Tabs 7.0, Avaya, Blackberry Broker, CCUI, SV (Single View) and Remedy CS that are considered advanced technologies for an effective and reputable telecommunication company.

• Resolving all queries logged from the front line associates• Ensuring prompt resolution of queries from all form of complaints• Resolution of billing and Value Added service issues • Providing support to all other service recovery team to ensure free flow of work