Sr. Training and Quality Manager in Iloilo City at Startek

Date Posted: 11/11/2020

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    Iloilo City
  • Job Type:
  • Experience:
    2 to 5 years
  • Date Posted:
    11/11/2020

Job Description

Responsible for supervising and directing the work of training and quality personnel.  Determines the training needs of call center operations, develops and administers training programs to meet those needs.  Directs and coordinates quality programs, and training and quality personnel to ensure customer satisfaction and performance standards are met with optimum efficiency.





Essential Duties & Responsibilities:



(Please quantify each with a % of time spent on each duty and responsibility – must add up to 100%)






  • 95% -       Responsible for managing the team of training and quality assurance employees and developing training programs to meet the needs of operations.


    • Supervises and directs the work of training and quality assurance personnel.

    • Develops, implements and evaluates quality programs and training modules, lesson plans and training outlines. 

    • Researches issues and communicates findings to alleviate problems, inconsistencies, and improve overall customer satisfaction levels. Reports current trends and makes recommendations for improvement through coaching and/or training.

    • Reports current trends and makes recommendations for improvement through coaching and/or training.

    • Ensures Quality Department procedures, standards, documentation and reporting are maintained, updated and in compliance with quality performance standards.

    • Confers with personnel to provide technical advice and to resolve problems.

    • Prepares reports for management, clients or others as needed.

    • Tracks training/quality trends and makes necessary changes to current programs.

    • Develops new training courses associated with the introduction of new products and services with supervision.

    • Applies advanced skills to the position.  Adapts procedures, processes, tools, equipment and techniques to accomplish the requirements of the training programs.



  • 5% - May perform other related duties and responsibilities as assigned and/or required


Job Requirements

Education and/or formal training:




  • Bachelor’s degree (BA/BS) from a four (4) year college or university or equivalent combination of education and related experience

  • Prefer Six Sigma.





Knowledge, Skills and Abilities:



KSAs Common to All JDs:




  • Fluent in verbal and written English.

  • Able to multi-task, have demonstrated organizational, detail orientation, prioritization skills and time management skills to ensure that work related activities are completed in an accurate and timely manner.

  • Ability to work effectively in a team oriented, high demand and fast paced environment. 

  • Ability to maintain high level of confidentiality and work with highly sensitive data and information.

  • Solid communication skills to effectively deal with various levels of management, staff and/or outside contacts.

  • Demonstrated interpersonal skills to work effectively in a team environment and maintain a professional and positive manner.

  • Effective listening skills to ensure understanding of instructions and directions and effectively communicate progress and problems to co-workers and management.

  • Familiarity a variety of office equipment, standard software packages and application and use of personal computers to include the Microsoft Office suite of products.





KSAs Project Management related positions




  • Demonstrated effective project management, presentation, negotiation and persuasion skills.

  • Ability to proactively and continually collaborate with clients and colleagues to ensure needed business outcomes.





KSAs Analytical related positions:




  • Demonstrated analytical aptitude to identify opportunities for change, identify alternative best practice solutions and anticipate future problems and opportunities.

  • Demonstrated problem identification and problem resolution skills used to effectively determine and implement alternative solutions and bring issues to a positive resolution.

  • Demonstrated ability to apply assessment measurement and evaluation techniques to ensure processes, systems and applications meet business needs.

  • Demonstrated ability to solve complex of problem; gleans meaning from whatever date is available; is a quick study of the new and different; adds personal wisdom and experience to come to the best conclusion and solution, given the situation; used multiple problem-solving tools and techniques.





KSAs Management level positions:




  • Effective problem solving skills used to identify and resolve day-to-day operation and employee relations problems. 

  • Demonstrated leadership skills to effectively develop and lead a high performing team in meeting function/department/company short-term goals and objectives.  Ability to take charge and get results within a team environment.

  • Demonstrated ability to resolve differences impartially and bring issues to a positive resolution.

  • Demonstrated change management aptitude and ability.  Takes a proactive role in bring about change, applying new ways to develop the business through improved management of people and processes.

  • Ability to think strategically and identify critical success factors when developing strategy and plans for assigned area of responsibility.  Ability to translate diverse pieces of information into meaningful conclusions and results.

  • Ability to proactively develop and maintain solid business partnerships to ensure success in balancing the department and customer needs with the legal and financial expectations of the organization and ensure needed business outcomes.

  • Demonstrated ability to clearly and concisely express ideas and concepts verbally and in writing and adopts writing style and language to fit the situation/audience. 

  • Knows the business and the mission-critical technical and functional skills needed to do the job; understands various types of business propositions and understand how businesses operate in general; learns new methods and technologies easily.

  • Takes on all issues, challenges and people; comfortably confronts and works through conflict; delivers negative feedback and messages without hesitation deals promptly and fairly with problem performers; lets everyone know where they stand; thrives in crises and is energized by tough challenges; not afraid to make negative decisions and take touch actions; challenges the status quo.





KSA’s Job Specific:




  • Ability to plan own work and the work of others in one or more departments.

  • Ability to prepare and/or develop plans for projects and programs involving coordination with other departments and/or outside organizations.





Other position Considerations:




  • Travel may be required to attend work related meetings and training sessions.

  • May be required to work a flexible schedule that provides needed coverage for customer service levels and/or time-sensitive projects. Incumbent must be able to support operations which are opened weekends and evenings.  All employees must be willing to work all shifts, overtime, holidays and emergency shifts as required.

  • Able to maintain a regular work schedule to meet the needs of the business.

  • Required to read and follow all company policies and procedures.

  • Support and model the company values.


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