Training and Quality Senior Manager

1 day ago

Manila, National Capital Region, Philippines IntouchCX Full time ₱900,000 - ₱1,200,000 per year

IntouchCX Manila, National Capital Region, PhilippinesJoin or sign in to find your next job

Join to apply for the Training and Quality Senior Manager role at IntouchCXIntouchCX Manila, National Capital Region, Philippines6 days ago Be among the first 25 applicants

Join to apply for the Training and Quality Senior Manager role at IntouchCXAbout IntouchCXIntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.

About IntouchCXIntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change.

About The JobWe are looking for a Senior Manager of Training and Quality Assurance who will be responsible for designing, implementing, and monitoring the Quality Assurance formats and standards. The ideal candidate will build and develop strong interpersonal relationships with the team in order to cohesively bond everyone together with the company and integrate them with the overall vision and core values.

As Senior Manager of Training and Quality Assurance, You Will…Be the point of contact between the team and senior management for effective communication on key deliverables

Design, approve, and evaluate all training programs, and training materials

Meet all client-agreed KPIs and performance goals.Conduct and analyze Training Needs Analysis (TNA) for the Quality Assurance team

Provide quarterly/annual training plans to develop Quality Assurance skills

Provide feedback to section managers on training/coaching requirement for their employees

Provide external training budget estimates for management approval, which need to be incorporated in the company's annual budget

Coordinate with the Operations team to ensure all required KPIs are met

Identify areas of development and under performance, and take corrective actions

Be directly responsible for motivating and guiding the team's development and career advancement Ensure quality reporting and work with Operations to build highly effective measurement and reward systems based on data

Participate in client monitoring and Quality Assurance programs

Build Quality Assurance action plans based on clients' needs and expectations

Communicate with Supervisors and Managers from all departments regarding the company's operations and activities on every project

Determine and identify individuals' training needs

Support performance management systems in order to enhance the company's people performance

Prepare and analyze internal and external quality reports

Manage Quality Assurance team members' performance reviews and comments

As Senior Manager of Training and Quality Assurance, You Have…Bachelor Degree or other post-secondary degree in a relatable field

Must have 8+ years of experience in the BPO contact center industry, with 3+ years experience in managerial capacity

Basic knowledge of six sigma and quality tools

Ability to observe, analyze and give constructive feedback

To embody the spirit of excellence through team building, leadership and sound people management skills

Superior written and verbal communication skills, conflict resolution and problem solving skills

Leadership, decision-making and analytical skills

Ability to evaluate and synthesize data

Excellent attention to detail

Strong aptitude for process thinking

Seniority level

Seniority level

Mid-Senior level

Employment type

Employment type

Full-time

Job function

Job function

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