Vezeeta is the leading Digital Healthcare Platform in Middle East and Africa that is transforming healthcare accessibility across the region. Having served to date more than 10 Million patients across 78 cities in 6 countries through cutting-edge digital solutions, we empower patients throughout the entirety of their healthcare journey allowing them to access the quality care they deserve.

Our organization is quickly growing, generating demanding roles for like-minded, forward-thinking individuals - with plenty of room for professional and personal growth. If you think you share our belief in redirecting possible healthcare pains into productive tech-enabled solutions, and can add to our positive culture, we’d love to hear from you.

 

The Role

As a fundamental member of the Sales Team, you will play a significant role in contributing to the growth and success of Vezeeta. This is a position that will see you gain experience and skills in a wide range of areas as well as working at the forefront of the health-tech industry.

Responsibilities:

  • Liaise with managers to determine training needs and schedule product/soft skill training sessions
  • Design effective training programs and material
  • Monitor employee performance and response to training through meassuring training effectiveness
  • Monitor Transactions and evaluate agent’s performance concerning the quality of service offered through all channels.
  • Audit and analyze the Contact Center Compliance issues
  • Perform analytical deep dives to develop interpretive insights; conduct trend analysis to identify performance gaps, highlight strengths, and provide recommended corrective actions.
  • Provide Ops team with a holistic view of CS performance and identify the levers which will drive performance improvements.
  • Lead quality improvement projects to deliver measurable improvement in customer experience metrics and proactively drive continuous improvement through customer experience improvement projects.
  • Participate in the development of robust quality improvements and training processes
  • Create new dashboards to measure and improve quality metrics.
  • Participate in the weekly review of quality metric and report out impacting factors that need attention to drive improvement
  • Work with the necessary functions to ensure new policies/processes are successfully scoped and rolled out with measurable results against key metrics
  • Lead with compiling, analyzing and driving First and Repeated Contact Resolution improvement initiatives

Requirements

  • Bachelor’s degree with a concentration in Business Administration preferred
  • 2+ years of experience in sales in contact center environment
  • Skilled in assessing, teaching and coaching agents
  • Exceptional training facilitation and planning skills
  • High level of adaptability, flexibility and effectiveness in handling

multiple priorities simultaneously

  • Exceptional communication and relationship building skills: must be a poised,
  • confident and engaging communicator of a wide variety of topics in a range of
  • settings, including delivering presentations to large, and remote audiences
  • Excellent written skills: must be able to write a variety of documents,

including: proposals, reports, training course outlines and content, written

tests/assessments and other documents necessary for training department

management

  • Previous experience in quality field (audits, implementation and control of new

procedures, etc.)

  • Knowledge of QA terms, tools, and reports
  • Problem-solving and decision-making skills
  • Proficiency in MS Office: Word, Excel, Visio, PowerPoint, and Outlook
  • Industry experience is a plus

Benefits

We believe that our people are the main drive of success in Vezeeta. That's why we find generous and innovative ways to thank employees for their hard work and dedication. We have a whole host of benefits to help you enjoy work to the full.

  • An opportunity to be part of a highly professional and dynamic team working around the world.
  • A competitive benefits package including private medical schemes.
  • An unparalleled personal and professional growth where you will learn from the best and grow like nowhere else.
  • A flexible working environment - we appreciate that life is busy, so when operationally possible, remote working is also available.
  • Unlimited vacation time
  • Free music – stream your own music right at your workstation and work accompanied by your favorite tunes
  • Team Building activities and Culture Days
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