Training and Quality Manager for a BPO

2 weeks ago

Davao City, Davao, Philippines Focusinc Group Corp Full time

This position leads and oversees the operations training team across all sites. The primary responsibility is to ensure the development, design, and implementation of required training programs for agents/Pros based on the Client's requirements in a timely and efficient manner. The position is responsible for accomplishing the training objectives and ensuring that training processes are regularly reviewed and improved to meet the evolving needs of the business.

Key Responsibilities:

Curriculum Design and Development:

Design and develop comprehensive training programs with a strong emphasis on e-learning.
Implement various training methodologies, including ADDIE (Analysis, Design, Development, Implementation, and Evaluation), to ensure effective and engaging learning experiences.
Continuously assess and update training materials to align with industry standards and client requirements.
Develop and integrate innovative instructional design techniques and technologies to enhance learning outcomes.
Utilize tools such as Articulate and Captivate to create interactive and effective e-learning modules.

Team Management:

Lead, mentor, and manage a team of trainers and quality analysts to achieve departmental and organizational goals.
Conduct regular performance evaluations and provide constructive feedback to team members.
Foster a collaborative and high-performing team culture, promoting continuous improvement and professional development.
Facilitate team meetings, training sessions, and workshops to ensure consistent communication and knowledge sharing.

Training Facilitation and Delivery:

Conduct training sessions and workshops as needed, utilizing a hands-on approach to ensure trainers are well-prepared.
Monitor and evaluate the effectiveness of training programs through feedback, assessments, and performance metrics.
Address and resolve any training-related issues or challenges promptly and effectively.
Collaborate with subject matter experts to ensure training content is accurate, relevant, and up-to-date.
Demonstrate and train the team on the use of e-learning tools such as Articulate and Captivate.

Quality Management:

Oversee the quality assurance processes for all campaigns, ensuring compliance with industry standards and client expectations.
Develop and implement quality monitoring and evaluation frameworks to measure and improve performance.
Work closely with clients to calibrate quality standards, leading regular client calibration sessions to ensure alignment.
Analyze quality data to identify trends, areas for improvement, and best practices.

Knowledge Management:

Manage and maintain the knowledge base for all campaigns, ensuring information is accurate, accessible, and well-organized.
Implement systems and processes for efficient knowledge sharing and retrieval across the organization.
Ensure that all training materials, guidelines, and documentation are consistently updated and aligned with operational changes.

Strategic Decision Making:

Utilize data and analytics to inform strategic decisions and drive operational improvements.
Develop and implement training strategies that align with organizational goals and client needs.
Assess training needs through regular analysis and stakeholder engagement, developing targeted solutions to address gaps.
Collaborate with senior management to align training and quality initiatives with business objectives.

Project Management:

Oversee and manage training and quality assurance projects from inception to completion, ensuring timely and successful delivery.
Develop project plans, timelines, and budgets, tracking progress and addressing any deviations.
Coordinate with cross-functional teams to ensure seamless project execution and alignment with organizational priorities.
Report on project status, outcomes, and impact to senior leadership.

Qualifications:

Bachelor's degree in Education, Business Administration, or a related field; a Master's degree is a plus.
Minimum of 5 years of experience in a training and quality management role within the BPO industry.
Strong leadership and team management skills, with a track record of inspiring and motivating teams.
Excellent project management and organizational skills, with the ability to manage multiple priorities and deadlines.
Proficiency in various training methodologies, including ADDIE.
Exceptional communication and interpersonal skills, with the ability to engage and collaborate with diverse stakeholders.
Strong analytical skills, with the ability to use data to drive decisions and improvements.
Experience working with clients and leading calibration sessions to ensure quality standards are met.
Proficiency with e-learning tools such as Articulate and Captivate.

Skills:

E-Learning Development: Proficient in using tools such as Articulate and Captivate to develop interactive and engaging e-learning modules.
Instructional Design: Ability to design and develop comprehensive training programs using various methodologies, including ADDIE.
Team Leadership: Strong leadership and team management skills, with a focus on fostering collaboration, motivation, and professional development.
Quality Management: Experience in overseeing quality assurance processes, monitoring performance metrics, and driving continuous improvement.
Project Management: Excellent project management skills, including planning, budgeting, tracking progress, and reporting.
Communication: Exceptional communication and interpersonal skills, with the ability to effectively engage and collaborate with stakeholders at all levels.
Analytical Skills: Strong analytical and problem-solving abilities, with the capability to use data and metrics to make informed decisions.
Client Collaboration: Experience working closely with clients, leading calibration sessions, and ensuring alignment with quality standards and expectations.
Knowledge Management: Proficiency in managing knowledge bases, information sharing, and ensuring accuracy and accessibility of training materials and documentation.

Founded in 2011, FGC+ is an outsourcing company headquartered in New York, with operations in Davao and Bacolod. We enable our clients to scale their businesses by providing recruitment, training, and operational co-managed services.

Rooted in our brand essence, #IgnitingPossibility, our workplace culture thrives through Empathy, Growth, Possibility, and Reliability.

We get along and learn the value of teamwork through Empathy.

We encourage Growth and learn from challenges.

We allow ourselves the Possibility of becoming the best version of ourselves.

We strive to be Reliable towards our clients, co-workers, and leaders.

Benefits of working at FGC+:

Perfect attendance bonuses and other incentives

Leadership development and career progression

All that and more in a workplace that's engaging, inclusive, and productive.

A million possibilities are waiting to be ignited.

Vision

Our vision is that, in partnering with us, work becomes a catalyst for sustainable business success, personal growth, and a source of fulfillment.

Mission

Our mission is to develop high-functioning teams by providing an environment of constructive support and inspiration where people grow personally and professionally.

Our Values

· Empathy - Able to express positive feelings and affinity toward others. Understanding and appreciating the experiences of oneself and others. Ability to walk a mile in another person's shoes.

· Reliability - Able to give and keep own word for self and others. Dependable, able to act and interact consistently and effectively to produce and sustain results.

· Possibility - Ability to look at everything through the lens of possibility turning problems into opportunities. Open, receptive, resilient. Build strong relationships and create effective solutions so people flourish.

· Growth - Committed to working towards constant improvement, bringing deep fulfillment. Striving towards realizing people's potential by findings ways to improve personally, professionally, and as a team