Training and Quality Manager (PH POOL) in Makati at Startek

Date Posted: 8/26/2021

Job Snapshot

  • Employee Type:
    Part-Time
  • Location:
    Makati
  • Job Type:
  • Experience:
    3 to 6 years
  • Date Posted:
    8/26/2021

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%)





Ø 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.



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


Job Requirements

Education and/or formal training:



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



Ø Prefer Six Sigma.

 



KSAs Job Specific:



Ø Strong knowledge of training.



Ø Basic knowledge of math including percentages.



Ø Ability to incorporate adult learning theory when facilitating training.


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