Quality Assurance and Training Specialist

5 days ago

Manila, National Capital Region, Philippines beBeeTraining Full time ₱1,200,000 - ₱1,450,000

We are looking for a Quality Assurance and Training Professional to join our team.

Job Description

The successful candidate will be responsible for delivering extraordinary results through the development of comprehensive professional development and training plans.

Key Responsibilities
  • Provide constructive feedback that is honest and transparent.
  • Plan, develop and implement training programs that meet the needs of staff.
  • Foster an inclusive learning environment and facilitate meetings that promote collaboration and open communication.
  • Develop and lead new initiatives and opportunities that foster best practices in training and professional development.
  • Coach global staff in quality assurance and training to support superior performance.
  • Responsible for the effective selection, development, supervision, evaluation and training of direct reports.
  • Perform routine audits and track call performance to ensure quality standards are met.
  • Become a Subject Matter Expert (SME) and provide insight on behaviors, patterns, and quality compliance to Operation Managers.
  • Assist with or conduct training to keep the team updated on changes in information or procedures.
  • Assign and monitor workload and performance of Trainers and Quality Analysts.
  • Participate in calibration sessions and ensure Quality Analysts complete timely calibration evaluations.
  • Address inconsistent scoring through coaching and assist with facilitation exercises as assigned.
  • Identify and document any training and/or quality performance issues and escalate them to Operation Managers as appropriate.
  • Work with clients and Operation Managers to perform corrective action.
Requirements
  • A minimum of 3 years of leadership experience preferably in the customer service industry.
  • Post-secondary education preferred.
  • Demonstrated progressive leadership and management skills preferably in a contact center environment.
  • Experience leading teams in a global capacity.
  • Experience working in a fast-paced environment across multiple locations globally.
  • Strong verbal and written communication skills.
  • Exceptional organizational and time management skills able to multitask and prioritize.
  • Superior analytical skills problem-solving and decision-making skills.
  • Demonstrated understanding of adult learning principles and/or training methodologies ILT eLearning etc.
  • Understanding of continuous improvement plans.
  • Good understanding of business acumen.
  • Independent thinker.
  • Excellent presentation skills.

The ideal candidate will have a passion for delivering exceptional results driving growth and fostering a positive culture. Strong leadership and management skills are essential for success in this role.

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