Training and Quality Manager

5 days ago

Manila, National Capital Region, Philippines IntouchCX Full time ₱1,200,000 - ₱2,400,000 per year

As Quality Assurance and Training Manager, You Will…

  • Proactively solicit and provide feedback by being honest and transparent
  • Plan, develop and implement comprehensive professional development and training plans
  • Promote an inclusive learning environment and facilitate staff meetings
  • Set and provide direction of new initiatives, opportunities and foster "best in practice" training and professional development
  • Provide coaching to 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
  • Become the Subject Matter Expert (SME) and provide insight on behaviors, patterns, and quality compliance to the Operation Managers
  • Assist with or conduct training to keep the team updated on changes that may occur 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 the Operations Manager, as appropriate
  • Work with client and Operations Manager to perform corrective action
  • Deliver corrective disciplinary, up-skilling and coaching action as appropriate, and per company policy

As Quality Assurance and Training Manager, You Have…

  • 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 – must be 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

Job Type: Full-time

Work Location: In person

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