We are looking for a Quality manager to over see our Kontact Centres quality assurance programs. Establishing standards, governing customer interactions and implementing monitoring programs are critical aspects of the job.

Being a Kontact centre quality manager, you will design training programs and introduce process enhancement tools that process quality issues. Manages day to day operations audit and reports / conducts process audit on a day to day basis to plan and deliver quality service as per client requirement.

• Ensure quality framework is in place and coordinated across stake holders

• Implement clear overall quality strategy with scalable process / tools/ systems that allow resource efficient monitoring of decision accuracy and align to Project’s contract agreement

• Assess quality issues, conduct root cause analysis, recommend insights, develops improvement plans, and collaborates with operations team to improve quality performance

• Establish quality governance process with clients and operations to ensure effective communication and organization

• Works with client on change management process, tools enhancements, and workflow amendments

• Proactively identifies opportunities and coordinates with different functions – operations, training, workforce, and reporting towards quality improvement

• Drive investigation of highly sensitive issues affecting client, working with different teams to understand why and what happened

• Develop and mentor people, act as a career counselor and create a high performing team (foster relationships, resolve conflicts, etc.)

• Bring innovation ideas and help client create work process standardization

• Post Graduation

• Industry experience in : international BPO experience managing processes for : Travel, hospitality, banking, Airlines

• Must have at least 7-10 years overall experience in Quality Assurance

• Must have at least 3 to 5 years of experience in Quality Management role

• Experience in client facing

• Six Sigma certification is an advantage

• Requires analysis and solving of complex problems

The Kontact Director International Business development leads all business development opportunities for a specific country/region while cultivating key relationships to support sustainable growth.

The Director will strengthen and grow Kontact Global clients and partner relationships and maintain surveillance on market conditions, emerging opportunities, and risks. He or she is responsible for strategic and operational oversight ensuring business development activities are delivered in accordance with the organization’s strategy.

Education: Master’s degree or equivalent in International Relations, Business Administration or a related field.

Experience: Minimum ten (10) years of experience in international business development with demonstrated experience in government contracting, BPO services, Airlines, hospitality, and consumer durables. Experience as a Country Head Business development will be great.

• Directs business development efforts to support strategic growth goals as well as operating plans

• Conducts in-depth market research to qualify developing business opportunities; leverages industry contacts for strategic intelligence; and assesses the viability of potential future proposal efforts, business partnerships, or project opportunities

• Serves as capture manager for specific business opportunities

• Develops leads and opportunities, teaming strategies and negotiations, proposal planning, and price-to-win assessments

• Participates in target/bid reviews and provides ongoing feedback to senior management on the status of capture efforts and the viability of continued investment of time and resources in developing business opportunities

• Helps ensure a successful transition from the capture phase to the proposal process

• Contributes to the development of policies and procedures to enhance the company’s business development and recruiting practices

• Travels to developing countries as needed

• Demonstrated ability to lead and achieve results

• Advanced ability to think strategically and plan over a 1-5 year time span

• Experience managing and working with multicultural teams

• Demonstrated problem analysis and resolution at both a strategic and functional level

• Excellent interpersonal and communication skills including presentation skills

• Excellent written communication skills, including the ability to articulate solutions in a clear, concise, and persuasive manner

• A thorough knowledge of particular geography and with great deep-rooted customer relationships

• English required; the second language highly desirable

Guest Relations and Office manager Kontact Global (diversity preferred)

We are looking for a Guest Relations Officer and Office manager to provide high-quality service to our employees, clients and guests. You will address complaints and go the extra mile to make sure our guests are satisfied.

In this role, you should be an excellent communicator who can stay positive when facing difficult situations. You should also be reliable and customer-oriented, as you’ll serve as a primary point of contact for our customers.

• Meet, greet and welcome guests

• Attend to special guests (e.g. VIPs) and answer their inquiries

• Help prepare welcome folders

• Anticipate needs and build rapport with customers

• Preparing financial statements, reports, memos, invoices letters, and other documents

• Answering phones and routing calls to the correct person or taking messages

• Handling basic bookkeeping tasks

• Filing and retrieving corporate records, documents, and reports

• Researching and conducting data to prepare documents for review and presentation by boards of directors, committees, and executives

• Helping prepare for meetings

• Greeting visitors and deciding if they should be able to meet with executives

• Using various software, including word processing, spreadsheets, databases, and presentation software

• Reading and analyzing incoming memos, submissions, and distributing them as needed

• Making travel arrangements for executives

• Performing office duties that include ordering supplies and managing a records database

• Experience as a virtual assistant

• Opening, sorting and distributing incoming faxes, emails, and other correspondence

• Provide general administrative support

• Proven experience as a Guest Relations Officer in Airlines, Hospitality, Retail

• Proficiency in English; knowledge of additional languages is a plus

• Computer literacy

• A customer-oriented and professional attitude

• An outgoing personality

• Outstanding communication abilities

• Excellent organizational and time-management skills

• Diploma or BSc/BA in Hospitality Management is preferred

We are looking for an HR Manager to oversee all aspects of human resources practices and processes.

What is an HR Manager?

To us, an HR Manager is the go-to person for all employee-related issues. This means that your HR Manager duties will involve managing activities such as job design, recruitment, employee relations, performance management, training & development and talent management.

The job of HR Manager is important to business success. People are our most important asset and you’ll be the one to ensure we have a happy and productive workplace where everyone works to realize our established mission and objectives. Promoting corporate values and shaping a positive culture is a vital aspect of a complete HR Manager job description and specification.

• Develop and implement HR strategies and initiatives aligned with the overall business strategy

• Bridge management and employee relations by addressing demands, grievances or other issues

• Manage the recruitment and selection process

• Support current and future business needs through the development, engagement, motivation and preservation of human capital

• Develop and monitor overall HR strategies, systems, tactics and procedures across the organization

• Nurture a positive working environment

• Oversee and manage a performance appraisal system that drives high performance

• Maintain pay plan and benefits program

• Assess training needs to apply and monitor training programs

• Report to management and provide decision support through HR metrics

• Ensure legal compliance throughout human resource management

• Proven working experience as HR Manager or other HR Executive in a BPO/ KPO

• People-oriented and results-driven

• Demonstrable experience with Human Resources metrics

• Knowledge of HR systems and databases

• Ability to architect strategy along with leadership skills

• Excellent active listening, negotiation and presentation skills

• Competence to build and effectively manage interpersonal relationships at all levels of the company

• Degree in Human Resources or related field

• Experience : 4-6 years

We are looking for a Talent Acquisition Specialist to join our Human Resources department and oversee our full-cycle recruiting.

Talent Acquisition responsibilities include sourcing candidates through various channels, planning interview and selection procedures and hosting or participating in career events. To be successful in this role, you should be able to develop long-term recruiting strategies and nurture trusting relationships with potential hires.

Ultimately, you will create strong talent pipelines for our company’s current and future hiring needs.

• Coordinate with hiring managers to identify staffing needs

• Determine selection criteria

• Source potential candidates through online channels (e.g. social platforms and professional networks)

• Plan interview and selection procedures, including screening calls, assessments and in-person interviews

• Assess candidate information, including resumes and contact details

• Design job descriptions and interview questions that reflect each position’s requirements

• Lead employer branding initiatives

• Organize and attend job fairs and recruitment events

• Forecast quarterly and annual hiring needs by department

• Foster long-term relationships with past applicants and potential candidates

• Proven work experience as a Talent Acquisition Specialist or similar role in an International BPO set up

• Familiarity with social media, resume databases and professional networks

• Hands-on experience with full-cycle recruiting using various interview techniques and evaluation methods

• Excellent verbal and written communication skills

• A keen understanding of the differences between various roles within organizations

• Graduate and experience in an international BPO as a Talent acquisition specialist specialist

• Immediate joining