Training and Quality Manager

4 days ago

Quezon City, National Capital Region, Philippines Private Advertiser Full time $60,000 - $80,000 per year

Department: Learning Services

Overview: Responsible for designing, developing, and delivering leadership, management, and professional development training programs for CSRs, ensuring high-level customer experience and client policy adherence.

Key Responsibilities:

  • Coordinate Training Delivery: Identify opportunities, schedule resources, supervise courses, monitor attendance/performance, and manage trainer schedules.
  • Training the Trainers: Orient new trainers, share best practices, ensure procedural knowledge, and set departmental expectations.
  • Enforcing Account Policies and Procedures: Ensure adherence to policies, coach trainers, and develop new policies as needed.
  • Analyze Trainer Performance and Reporting: Review reports, reorganize tasks, compile bonus reports, and evaluate training.
  • Content and Material Development: Collaborate with teams to identify needs, develop materials, ensure trainer proficiency, and adapt content.
  • Delivery: Deliver training across various mediums, contribute to design, coach, maintain materials, track performance, and assess comprehension.
  • Design: Employ learning methodologies to design/update products, develop scalable solutions, and recommend enhancements.
  • Learning Advisor: Communicate updates, meet with facilitators, collaborate with stakeholders, recommend non-training solutions, debrief, and provide updates.

Required Skills + Qualities:

  • Technical: 1 year as trainer, 1 year as Training Supervisor, knowledge of Business Process Improvement frameworks, Project Management, and MS Office.
  • Non-technical: Good verbal and written communication skills.

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