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Open nowPosted 115 days ago

Quality Assurance and Training Manager

intouchcx269 open roles

Where
Metro Manila, Philippines
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Your applicationOpen nowQuality Assurance and Training Managerintouchcx · Metro Manila, Philippines

  1. YouYes, apply to this one.

  2. CV RocketCV written for this posting.

  3. 25 readersRecruiter, hiring manager, skeptic. Round after round.

  4. CV RocketApplied on intouchcx's own form.

The reply lands in your private mailbox

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The clock on this job

Early applications get read.

7.8% of postings close within 7 days. Measured by our own scanner across the market.

Share of postings closed within
  1. 1.6%1 day
  2. 3.4%3 days
  3. 7.8%7 days
  4. 14.3%14 days
  5. 33.7%30 days
This job: posted 115 days ago

The posting

  About the Job   We are seeking a Quality Assurance / Training Manager to deliver extraordinary results for our clients. Working closely with multiple departments, this role is responsible for identifying areas of opportunity, developing solution plans, coaching team members and ensuring key metrics are achieved. We’re looking for a leader who has the vision, experience and passion to contribute to our culture and the success of our clients.    As Quality Assurance/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/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

 

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