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Training & Quality Assurance Manager

3 months ago

Manila, National Capital Region, Philippines GCash (MYNT - Globe Fintech Innovations, Inc.) Full time
Do you want to take the first step in making Filipinos' lives better everyday? Here in GCash we want to stay at the forefront of the FinTech industry by creating innovative, meaningful, and convenient financial solutions for the nation G ka ba? Join the G Nation today

ROLES AND RESPONSIBILITIES

  • Develops and executes a strategic transformation plan outlining initiatives and process enhancements for Training & Quality assurance. Leads and grows GCash's Training & Quality Team and develops frameworks and methodologies to scale the TQ program. Proactively identifies and proposes TQ program improvements as appropriate. Leads and delivers assigned projects as required (e.g. implementing TQ programs for new contact channels or lines of business)
  • Acts as the Training & Quality Head POC for the contact centers, mentoring the teams and resolving doubts linked to the TQ program. Takes ownership for TQ KPIs and works with delivery centers to drive operational performance improvements. Provides on-site operational support across delivery centers, when necessary
  • Performs data analysis and builds reporting by using data visualization tools, intermediate to sophisticated spreadsheet functions. Performs data analysis to understand trends and identifies critical improvement points, using information from quality monitoring and other metrics (VOC, NPS, CSAT, FCR, Agent Performance, Agent Retention Rate, etc). Uses these data and findings to identify and assess future and current training needs
  • Draws an overall training and development plan to address needs and expectations + monitors and evaluates training program effectiveness, success, and ROI periodically and reports them to management/executives
  • Uses quality monitoring data to compile and track performance at team and individual levels and uses these to share feedback, coach, and/or remove service representatives if necessary. Seeks to continuously improve test processes (RCA, Correction and Prevention)
  • Collaborates in specific projects related to the launching of new initiatives, new tools' functionalities and processes redesign
  • Interfaces with stakeholders and customers to discuss Quality strategies, insights, and regular calibration
  • Leads collaboration across levels and departments to champion awareness, understanding, and utilization of customer feedback to improve the agent and customer experience
  • Maintains a keen understanding of training trends, developments, and best practices
  • Ensures:
    • Leads facilitate effective and frequent calibration sessions with delivery centers
    • Customer interactions are evaluated effectively and quantitatively by the QA team
    • Proper maintenance of operational QA processes, documentation, SLAs, and KPIs
    • That the Quality team is always prepared with internal and external quality reports for management and executive review

      What We Offer Opportunity for career growth and development in the #1 FinTech company in the country Working with a dynamic and highly collaborative team who want to change the game A company that values their people with highly competitive and flexible compensation and benefits package