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Quality and Training Expert

1 week ago

Manila, National Capital Region, Philippines MERALCO Full time

**Job Overview:**

The Quality and Training Expert is responsible for driving excellence in customer service quality through strategic initiatives. Key objectives include developing and implementing training programs, creating resources, and recommending process enhancements.

This role involves collaborating with teams to design and facilitate training sessions, manage audit activities for walk-in channels, and publish reports with actionable insights.

  1. Designs and implements Quality Management Program activities tailored to walk-in channels.
  2. Conducts regular audits, including validation, calibration, and coaching sessions.
  3. Publishes audit reports for walk-in channels, highlighting recommendations for corrective and proactive approaches.
  4. Facilitates calibration and coaching sessions as needed.
  5. Recommends meaningful strategies for quality improvement.
  6. Communicates new and updated information across various segments.

**Requirements:**

  • Bachelor's degree holder in Management Science, Management, Statistics, Mathematics, or equivalent.
  • Knowledge in Quality Management tools and techniques.
  • 3 to 5 years of experience in a QA role.
  • Excellent written and verbal communication skills in English.