Quality and Training Manager

2 weeks ago

Riyadh, Saudi Arabia Nana Direct Full time

**About Nana**:
Nana is an internet marketplace connecting customers with their favorite grocery stores, pharmacies and specialty stores. Our mission is to deliver the highest quality of online grocery customer experience with a sense of affection, care, and pride. Nana was established in 2016 and is headquartered in Riyadh, Ar Riyad, Saudi Arabia.

**Highlights**:
Nana funding: $79M
Current funding stage: Series C
Nana is backed by: STV, MEVP, SVC, Impact46, FIM Partners, Jahez, Sunbulah group, FAITH Capital, Wamda Capital, Quencia Capital, Watar Partners, and more.

**Job Summary | Purpose**:
The Quality Control & Training Manager is responsible to develop and communicate quality objectives, documentation and training material and monitor audit schedules and procedures. Moreover create, develop, and implement tools and other methods to continuously improve quality, efficiency, and customer experience. Manage and update knowledge management systems in line with the quality standards, procedures and process changes.

Duties and Responsibilities:

- Liaise with all stakeholders including Store Operations, Last Mile Operations, Commercial & Inventory management teams to develop, create and document Standard Operating Procedures (SOP’s) for all processes performed at the Stores.
- Create a training and refreshment training plans for all on ground team members for the proper execution of all SOP’s
- Create the audit schedule per store per SOP and document non-conformities through non-conformity reports (NCR) to identify Root Causes and set both correction and corrective actions.
- Create, define, embed and own the end-to-end Quality and Training strategy.
- Set quality standards for incoming and outgoing communications and develop effective quality assurance and compliance processes.
- Onboard and train all new joiners in the Nana grocery on how to use the system
- Visit stores on daily basis and perform quality audits
- Ensuring all operations are carried on in an appropriate, cost-effective way
- Improving operational management systems, processes and best practices
- Helping the organisation’s processes remain legally compliant
- Examine financial data and use them to improve profitability
- Manage budgets and forecasts
- Perform quality controls and monitor production KPIs
- Implementing methods to inspect, test and evaluate operations process
- Ensuring that operations adhere to quality standards
- Preparing reports by collecting, analysing and summarising data
- Producing statistical reports on quality standards
- Implement and deliver coaching and continuous improvement frameworks for all members within CC and wider business.
- Create, develop, and implement tools and other methods to continuously improve quality, efficiency and customer experience.
- Manage and update knowledge management systems in line with the quality standards, procedures and process changes.
- Organise quality audits, identify training needs and analyse results to support the wider operation.
- Create analytical reports, linking to quality performance and key KPIs in CC to define and implement relevant actions plans.
- Regular testing, monitoring, reporting and sharing data driven insights with the relevant stakeholders.
- Cross-departmental collaboration to contribute towards the wider business strategy.
- Develop quality assurance plans by identifying control points, preventive measures, monitoring procedures, corrective actions, and verification procedures.
- Design quality score card programs and maintain feedback mechanism for all services.
- Complete regular reviews and identify individual knowledge gaps as well as wider team trends; recommend and conduct appropriate retraining.
- Investigate customer complaints and non-conformance issues.
- Create and maintain engaging training and coaching materials.
- Ensure the team are aware of any product developments, business campaigns and processes updates and how this impacts their work.
- Build strong relationships with execs/senior managers within other departments to contribute to our customer’s journey and end to end experience.
- Present findings in senior management meetings and suggest improvement measures.
- Share regular daily, weekly, monthly reports to the VP of Nana Hyper & Express.

**Requirements**:

- 5 years+ quality and training experience.
- Previous experience delivering training or coaching from junior team to train the trainer programs.
- Demonstrable experience in a similar role, ideally in a digital business.
- Technical and analytical with ability to convert data into insights.
- Effective interpersonal and presentation skills.
- Creative approach to training and a desire to make learning interactive.
- Ability to recognize and adapt to different learning styles.
- Attention to detail.
- Excellent communication skills (verbal and written).
- Coaching, training and development.

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