JOB TITLE: Training Officer
Reporting to: Training Manager
Location: Dar es Salaam
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JOB SUMMARY:
Training
Officers induct new members of staff by providing them with the
requisite preparation and teaching upon their appointments. Training
Officer also identifies and close gaps in existing staff members' skills
through instructions and training programs. She/he will be fulfilling
the educational requirements of new and existing staff. The Training
Officer should administer training needs assessments, gauge skills
shortages, and then address these through tailored training programs.
You should also ensure the effectiveness of your instruction by
monitoring performance post-intervention.
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TRAINING OFFICER RESPONSIBILITIES:
• Identify training needs of new and existing employees according to needs.
• Communicate all the training programs on a timely basis.
• Drafting instructional manuals, onboarding materials, and other relevant documentation.
• Administering regular, detailed needs assessments to identify skills gaps.
• Liaising with line managers at all levels to identify and assess training and development needs.
• Delivering and overseeing the training of individuals or groups of employees.
• Compiling and presenting information.
• Supervising and monitoring progress made via training programs or schemes
• Implementing, advising on and monitoring appraisal schemes
• Ensuring employees receive statutory required training.
• Designing and assessing training programs.
• Addressing skills gaps through tailored in-house training.
• Coordinating external training as the need arises.
• Monitoring staffs' performance by liaising with line managers and department heads.
• Availing you as a sounding board for all employees with the aim of improving their orientation and training.
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TRAINING OFFICER REQUIREMENT:
• BS degree in Business Education, Training, HR or related field(s).
• Experience of trainer in sales & marketing areas.
• Have a good track record as trainer in solar home systems.
• A minimum of 2 years’ experience in training and development.
• Excellent verbal and written communication skills.
• Ability to conduct thorough needs assessments to gauge training needs.
• Strong desktop and in-person research, presentation, and reporting skills.
• Highly computer literate with proficiency in MS Office.
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Interested individuals should submit their applications via recruit@tz.wassha.com indicating:
1. Why you think you qualify for this post
2. Current CV, indicating relevant experience based on previous tasks; and skills that you are bringing into the organization.
3. Names and contacts of three referees who have supervised you in your previous working history
Telephone calls will not be entertained.
1. Why you think you qualify for this post
2. Current CV, indicating relevant experience based on previous tasks; and skills that you are bringing into the organization.
3. Names and contacts of three referees who have supervised you in your previous working history
Telephone calls will not be entertained.
JOB TITLE: ASSISTANT QUALITY ASSURANCE ANALYST
Job Summary
We looking for Assistant Quality Assurance Analyst who be assisting in managing our call center.
REPORTING TO: QUALITY ASSURANCE ANALYST
DUTY STATION: DAR ES SALAAM
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Assistant
Quality Assurance Analyst is responsible for assessing the quality of
the performance of our customer services officers who deal with our
existing and potential customers (WASSHA Agents). He/she will monitor
inbound and outbound calls and emails responses to assess CSO’s
demeanor, technical accuracy, customer service performance, and
conformity to company policies and procedures toward WASSHA agents. This
individual will assist in developing, creating and implementing call
center quality processes and procedures; as well as making
recommendation for enhancements to training materials as needed to
enhance the overall WASSHA customer’s experience.
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DUTIES AND RESPONSIBILITIES
- Assisting in design of call monitoring formats and setting quality standards; how the call is answered, how well the CSO engaged the agent, how well the CSO used available resources, whether or not the customer's issue was resolved and how the CSO closed the call.
- Performs call monitoring to CSO in terms of assessing their speed and clarity of diction, product knowledge, objection handling and level of courtesy.
- Uses quality monitoring data management system to compile and track performance at team and individual level.
- Maintain a thorough knowledge of all WASSHA policies, especially in the event there are changes that affect call-taking performance standards.
- Participates in customer and client listening programs to identify customer needs and expectations.
- Provides actionable data to various internal support groups as needed.
- Coordinates and facilitates call calibration sessions for call center staff.
- Provides constructive feedback to CSO’s, Group Leaders and management.Also provide training for CSOs so they can improve their customer service skills.
- Prepares and analyzes internal and external quality reports for management staff review.
- Training CSOs on how to stick to the telephone script, branding the call, taking ownership of the call, avoiding dead airtime and closing the call.
- Perform other duties as assigned.
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KNOWLEDGE, SKILL SET & QUALIFICATIONS REQUIRED
- Proven experience in Quality Assurance in Call Centre or similar role of not less than 3 years.
- Bachelor Degree in Computer Science or Information Technology or relevant field.
- Excellent verbal, written and interpersonal communication skills;
- Outstanding customer service skills and dedication to providing exceptional customer care;
- Must be self-motivator and self-starter;
- Focus on quality and customer service;
- Exceptional listening and analytical skills;
- Solid time management skills;
- Must be able to effectively deal with people at all levels inside and outside of the Company;
- Creative ability & writing proficiency;
- Ability to multitask and successfully operate in a fast paced, team environment;
- Must adapt well to change and successfully set and adjust priorities as needed;
- Must be proficient with Microsoft Office (intermediate Word, basic Excel)
1. Why you think you qualify for this post
2. Current CV, indicating relevant experience based on previous tasks; and skills that you are bringing into the organization.
3. Names and contacts of three referees who have supervised you in your previous working history
Telephone calls will not be entertained.
********************
Position: Training Manager
Job Summary
Wassha is looking to employ a Training Manager with outstanding written, verbal and interpersonal communication skills.
- Minimum Qualification: Bachelor
- Experience Level: Mid level
- Experience Length: 2 years
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Job Description
A
Training Manager is expected to be a strategic thinker with fantastic
organizational and time management skills. To ensure success, Training
Manager should understand the business operation and decision-making
processes with a keen interest in producing targeted and tangible
results by creating an effective and efficient workforce.
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Training Manager Responsibilities:
•
Identify and assess the training needs of the organization through job
analysis, career paths and consultation with Management and GLs.
• Develop individualized and group training programs that address specific business needs.
• Develop training manuals that target tangible results.
• Implement effective and purposeful training methods.
• Effectively manage the training budget.
• Evaluate organizational performance to ensure that training is meeting business needs and improving performance.
• Assess employees’ skills, performance and productivity to identify areas of improvement.
• Drive brand values and philosophy through all training and development activities.
• Effectively communicate with team members, trainers and management.
• Create a curriculum to facilitate strategic training based on the organizations goals.
•
Select and manage resources, including working with both internal
employees and training vendors to develop and deliver training.
• Manage the technologies and technical personnel required to develop, manage and deliver training.
• Keep abreast of training trends, developments and best practices.
• Evaluate employees and identify weaknesses
• Identify training needs according to needs
• Based on research, plan and implement training programs that will prepare employees for the next step of their career paths
• Lead, teach, onboard and evaluate new employees and agents
• Build quarterly and annual training program
• Prepare budget for training programs and workshops
• Track employee success and progress
• Manage the production of program marketing material in collaboration with marketing team
• Communicate all the training programs on a timely basis
• Implement training KPIs
• Prepare and present reports on training program KPIs
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Training Manager Requirements:
• BS degree in Education, Training, HR or related field
• Experience of trainer in sales & marketing areas
• Have a good track record as trainer in solar home systems
• A minimum of 2 years experience in training and development management (essential).
• Excellent written, verbal and interpersonal communication skills.
• Track record in developing and executing successful training programs.
• Critical thinker with innovative problem solving skills.
• Highly computer literate with proficiency in MS Office and related business and communication tools.
• Familiar with traditional and modern training processes.
• Fantastic organizational and time management skills.
• Strategic and creative mindset.
• Meticulous attention to detail.
• Ability to lead a full training cycle
• Knowledge of various training and teaching methods
• Sense of ownership and pride in your performance and its impact on company’s success
• Outstanding managerial skills
• Good time-management skills
• Proficiency in MS Office and database software
Interested applicants should send their CVs to recruitment@tz.wassha.com
