Quality and Training Specialist

About Us

Sylndr was born to build trust in the Egyptian pre-owned cars market by bringing transparency, reliability, and best-in-class service to all stakeholders.

We are on a mission to impact millions of Egyptians by becoming the go-to online platform to sell their cars directly in just a few hours or to buy high-quality and affordable cars seamlessly.

About the Role

We are seeking a dedicated Quality and Training Specialist to join our Customer Success team. This role involves monitoring the quality of customer service interactions, providing timely coaching and training to team members, conducting regular training sessions for newcomers, and reporting on quality metrics and the effectiveness of coaching interventions to ensure our customers receive the highest level of service and support.

What will you do

• Conduct regular quality assessments of customer success (CS) queues and score calls based on established quality standards.
• Identify areas of improvement and provide timely, constructive feedback to CS team members.
• Develop and implement coaching and training plans to address performance gaps.
• Conduct regular training sessions for new team members and ongoing training for the team.
• Track the progress and effectiveness of coaching and training interventions.
• Generate detailed reports on quality metrics and coaching effectiveness.
• Analyze data to identify trends and areas for improvement.
• Present findings and recommendations to management.
• Work closely with the CS team to ensure continuous improvement in service quality.
• Participate in team meetings and contribute to the development of best practices.
• Support other quality assurance initiatives as needed.

Who you are

• Analytical Skills: Strong ability to analyze data, identify trends, and make data-driven decisions.
• Quality Assurance Skills: In-depth understanding of quality assurance practices within a call center environment.
• Experience: Previous experience in a call center must have a proven track record in quality assurance and coaching.
• Coaching Skills: Excellent coaching abilities focused on developing team members and improving performance.
• Communication: Exceptional verbal and written communication skills to effectively convey feedback and reports.
• Teamwork: Ability to work collaboratively and contribute to a positive team environment.