ALABANG | Training/Quality Coordinator | Content Mediation
Alabang, Muntinlupa, Metro Manila, Philippines
5d ago

Position Summary :

Assists with quality and training oversight for a specific site or LOB.May conduct or ensures quality monitoring and coaching tasks are performed by assigned quality staff.

May conduct or schedule training as required for LOB. Working supervisor with some authority for personnel actions. May require a bachelor's degree in area of specialty.

Familiar with a variety of the field's concepts, practices, and procedures. Relies on extensive experience and judgment to plan and accomplish goals.

Performs a variety of tasks. A wide degree of creativity and latitude is expected. Reports to Manager or director.

Overall Responsibilities :

  • Staffing oEvaluates and recommends necessary staffing support to operate the Training and QA business units oProvides on the job training to core team membersoContinually evaluates and offers recommendations in order to improve performance.
  • Project managementoPlans, organizes and manages training programs
  • Interfaces with client and / or account management teams to determine training requirements, customer confidence and satisfaction levels
  • Establishes and maintain a network of alliances, training society’s and vendors to identify alternate training design and delivery mechanisms
  • Ensures QA metrics and ratios are maintained
  • Needs AnalysisoCollects data using various types of methodologies employee surveys, interviews, focus groups, call monitoring sessions
  • Determines gaps in employee proficiency levels
  • Analyzes and identifies all resources such as vendors for new solutions, training materials, methods, techniques and makes recommendations for use
  • Training Design and Development oDesigns training sessions
  • Develops and organizes concise training content utilizing appropriate methodologies oDevelops and revises development schedules to meet business needs and ensure availability of appropriate resources
  • Scheduling oThe incumbent directs all aspects of the coordination of training and QA Monitoring.Teaming directly with the Operation Management to ensure an effective schedule is established based on allocation of resources, budgeting and course offerings.
  • Quality Assurance Data Gathering and Reporting oSample and evaluate end-user transactions (i.e. telephone calls, e-mails, web, fulfillment, etc) for accuracy and conformance to Quality standards.
  • Report results of evaluations to appropriate Quality / Operations stakeholders (i.e. Quality Leadership and Account Management) on a weekly and monthly basis.
  • Provide new hire and product training as required by business unit training programs in each site assigned.
  • Participate and conduct monitoring and calibration sessions with training, operations and quality teams and / or clients to collect feedback.
  • Demonstrate initiative and contribute to improving performance based on findings during calibration sessions.

  • Evaluation oTrack, coach and provide performance feedback on the core competencies for trainers and QA team members in accordance with the performance requirements for the assigned program
  • Manage and develop training programs based on student, course, and management evaluation system to be used as a foundation for continued improvement.
  • Leadership oDevelop positive professional relationships with business unit operations management, quality assurance and clients to support identifying program performance needs and requirements
  • Interface with clients on visits to centers.
  • effectively communicate and listen oCoaching : provide and accept effective coaching and feedback oMeetings : demonstrate effective time management, prioritization, and follow-through
  • MSGCPM Responsibilities Only :
  • MS Fed process documentation
  • New MS Fed tools : UAT participation, testing, training / team readiness, tool setup, trouble-shooting and associated documentation
  • Escalations : root-cause analysis and corrective actions (incl. RC or team-level coaching / training / PIP) oQuality Assurance : RC transaction monitoring & coaching, continuous improvement initiatives
  • Job Requirements :

  • Bachelor’s Degree in any field
  • Minimum 2 years’ experience in a Quality Assurance leadership role
  • Minimum 2 years’ experience in a Training leadership role
  • Background and experience in Instructional Systems Design
  • Proficiency in using Microsoft Office Products
  • Demonstrated leadership, problem solving, communication and facilitation skills
  • Experience in a Call Center environment is required
  • Physical Demands & Work Environment :

    While performing the duties of this job the employee requires mobility, the ability to distinguish letters, numbers and symbols as well as hand / eye coordination.

    The employee regularly sits for long periods of time. The employee is occasionally required to stand, walk, and reach with hands and arms.

    The employee regularly uses office equipment such as multi-line telephone systems, fax machine, copy machine, calculator.

    Employee will regularly use a computer for extended periods of time. The employee must occasionally lift and / or move up to 10 pounds.

    The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

    Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

    All of the above job duties may be changed / modified / deleted at any time by the Company; any other job duties may be assigned as needed.

    Standard General Security Roles and Responsibilities

  • Understand and adhere to policies, guidelines and procedures pertaining to ethics and compliance, and to the protection of Information Assets, integrity of customer transactions, proper and ethical utilization of access privileges and resources provided to perform the role.
  • Fully comply with all provisions of the Company Code of Conduct, Acceptable Use Policy and Confidentiality Agreement.

  • Protect company assets, systems, proprietary and confidential information in accordance with Majorel Confidentiality policy and Corporate Information Security Policies and Procedures.
  • Proactively report actual or suspected ethics and compliance violations, vulnerabilities, security incidents and breaches in the confidentiality, integrity or availability of Information assets as per the Company’s Incident Reporting Process.
  • Process personal data, client data and employer business specific data in accordance with customer contracts, company guidelines and federal and state requirements.
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