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

Date Posted: 8/26/2021

Job Snapshot

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Job Description

Responsible for supervising and directing the work of training and quality personnel.  The supervisor will work with quality and training as well as the manager to develop and administer training and quality programs to ensure individual and team performance goals are met. Is a business partner to the Call Center Operations Leadership team in order to increase Agent and overall team and site performance, facilitating behavioral-based coaching through effective call quality measurement and calibration.  Directs and coordinates 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%)

50% -   Supervise, coaches and develops team according to STARTEK Leadership formula.   

  • Supervises and directs the work of training and quality assurance personnel by providing timely, constructive and actionable feedback.

  • Sets and monitors team and team member qualitative and quantitative performance expectations and manages performance results.

  • 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.

  • Trains Training team so that team members have the appropriate level of skills and knowledge to ensure the team is performing efficiently and effectively.

45%- Supports call center as business partner through supervising the training and quality actions:

  • Establishes and maintains effective working relationships with all direct reports, business partners and customers.

  • Engages with team members across the organization and call center operations to communicate and ensure alignment of strategy with Enterprise strategy and enhance understanding of strategy beyond own functional area.

  • Quantifies and communicates progress toward goals (overall agent performance against desired behaviors that drive business results) to own team, site leadership and all other stakeholders

  • Promotes cross-functional teamwork and collaboration and seeks opportunity to apply personal and team skills to solve business problems

  • Oversees and/or performs call center training activities.

  • Provides feedback to leadership and Site Director on results.

  • Prepares reports for internal and external customers.

  • Assist in the design and development of other learning interventions in collaboration with the manager, maintaining warehouse (documentation) on best practices.

  • Interprets Training Needs Analysis (TNA) results in statistical and qualitative measurements, identifies gaps, prepares reports and presents results.

  • Prepares and defines objective, topics, course outlines, and methodology and participates in preparing strategic business plan.

  • Prepares Instructor’s Guide, slide presentations and participant manual.

  • Prepares and implements training evaluation plans to measure effectiveness of training.

  • Performs training administrative functions, document changes in training designs, maintain data base of training program participants, schedule class rooms and order and maintain training supplies.

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

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 Supervisor level positions:

  • Demonstrated leadership skills to effectively develop and lead a high performing team and support less experienced employees with on-the-job training, technical troubleshooting and problem resolution and handling difficult customer situations in a proactive and positive manner.

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

  • Demonstrated coaching and counseling skills used to effectively develop high performing employees; influence and change individual behavior and assist employees achieve a high level of success and productiveness.

  • 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.

KSAs Job Specific:

  • Strong knowledge of training.

  • Basic knowledge of math including percentages.

  • Ability to incorporate adult learning theory when facilitating training.

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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