Senior Training and Quality Manager

6 days ago

Taguig, National Capital Region, Philippines beBeeQualityManagement Full time ₱800,000 - ₱1,200,000
Training and Quality Management Role

We are seeking a skilled Training and Quality Management professional to join our team.

In this role, you will be responsible for monitoring and reviewing the quality of staff ticket and call handling to identify learning requirements.

  • To monitor and review logged jobs for no recent updates or progress.
  • To review logged jobs for high-quality case notes.
  • To review logged jobs for proper call category, service call type, severity, urgency, and solution.
  • To review logged jobs for breaching SLA within 24 hours or similar.
  • To monitor that customers are updated daily on the progress of issues and requests.
Key Responsibilities
  • To review logged jobs for proper escalation procedure.
  • To ensure correct troubleshooting procedures.
  • To ensure Knowledge Base (KB) articles are written correctly by staff.
  • To review Customer Satisfaction survey results for further training/process improvement.
  • To compile, report, and present results to Team Managers along with recommendations.
  • To compile and record KPI reporting requirements and present to Team Managers.
  • To own and manage existing training documentation, induction materials, policies, processes, and procedures and understand current training systems.
  • To assess the training material and complement it with original thought and content; to fill any obvious training gaps.
  • To implement new learning programs for Managed Service teams and individuals and to:
    • Conduct regular learning and development sessions for new starters and refresher training for existing staff.
    • Arrange and/or perform all training (ticketing system, remote access systems, monitoring systems, etc.).
    • Perform expectation and usage training on all systems, e.g., how to best handle calls, write knowledge base (KB) articles, best manage tickets, etc. Ensuring all outstanding calls/issues are resolved or escalated.
Requirements
  • A customer service aptitude and skills.
  • Passionate about equipping staff to perform and progress.
  • Possess at least a Diploma or relevant Bachelor's/College Degree (desirable but not essential).
  • Excellent oral & written communication skills in English. Confidence in speaking to English-speaking clients in their language.
  • Effective communication in a variety of settings and ability to assimilate complex instructions easily.
  • Comfortable in taking on leadership whilst being capable of following instructions when necessary.
Benefits and Working Conditions

We believe in the power of an inclusive and diverse workforce. We trust you will bring your authentic self to work, and we will focus on making sure that together, we make a strong contribution to the broader community in which we operate. Where possible, flexible working arrangements are the norm, as we know a better work-life balance can improve your motivation, performance, and productivity.

As an equal opportunity employer, all applicants will be considered. Benefits/perks may vary depending on the nature of your employment with our company and the country where you work. All applicants must be eligible to work in the country they are applying to at the time of application.

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