Vice President of Training and Quality

2 days ago

Manila, National Capital Region, Philippines TP Full time $90,000 - $120,000 per year
Maximize Your Impact with TP

The Opportunity

The Responsibilities & Duties
  • Create and oversee the implementation of robust training programs that cater to the diverse needs of the company's workforce. Ensure that training materials are up-to-date, relevant, and aligned with industry standards.
  • Develop and manage quality assurance processes to monitor and enhance service delivery. Implement metrics and KPIs to track performance and identify areas for improvement.
  • Lead a team of training and quality professionals, providing direction, support, and mentorship. Foster a culture of continuous improvement and professional development within the team.
  • Develop and execute strategic plans for training and quality initiatives that support the company's overall business objectives. Collaborate with senior leadership to align training and quality goals with organizational goals.
  • Build strong relationships with internal and external stakeholders, including clients, to understand their needs and expectations. Ensure that training and quality programs meet or exceed client requirements.
  • Ensure that all training and quality processes comply with regulatory requirements and industry best practices. Stay abreast of changes in laws and regulations that may impact training and quality programs.
  • Conduct regular assessments of training programs and quality initiatives to evaluate their effectiveness. Use data-driven insights to make informed decisions and drive improvements.
  • Develop and manage the budget for the training and quality department. Ensure that resources are allocated effectively to maximize impact and efficiency.

The Qualifications
  • Minimum 10-15 years in training and quality roles within the BPO industry.
  • Strong understanding of baselining analytics and QA processes.
  • Preferably with a Six Sigma Black Belt certification.
  • Ability to handle large-scale operations and multiple simultaneous challenges, demonstrating agility and quick problem-solving skills.
  • Proven track record in process improvement and performance management, with a preference for Six Sigma certification.
  • Strong operational focus, capable of holding operations accountable and driving success through collaboration and leadership.
  • Willingness to maintain a site presence and engage directly with frontline operations.

Pre-Employment Screenings

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Diversity, Equity & Inclusion

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