General Responsibilities Deliver effective product and soft skills training for New Hire and tenured employees Measure training success, development areas and provide feedback With the Operations Managers, determine the training needs to help close performance gaps or improve employee’s skills related to the line of business Monitor and coach employees where necessary to aid their performance and development Work closely with the client’s learning and development department to ensure consistency for all training materials Create an excellent first impression to all new starters to the department, remain professional at all times and ensure the Leads are fully aware of their new hires’ development needs Hold and complete a handover to each Lead at the end of training Direct all Aspects of the Coordination of Training & QA Monitoring -
Partner with Operations to Implement an Effective Approach based on Resources, Budget and Course Offerings Develops and ensures daily execution of QA processes and support to the QA Sup / Leads for each site / program.
Provides data intelligence relative to team-wide behavior opportunities. Leads QA improvement initiatives in conjunction with operations, training and acct management Manage the development, and creation of new Quality Programs that support the business strategy, and keep in line with the Quality Framework and Guiding Principles Other related duties may be assigned, as requested and required such as supporting the operation;
communicating with customer where necessary Qualifications : Experience in conducting Training for at least 3 years in a BPO setup 3+ years prior experience in developing policies, process documentation, training and communication materials Strong problem solving and decision making abilities Extensive knowledge of analyzing training needs and implementing performance gap analysis Above average English oral and written communication skills Strong Facilitation skills using Adult Learning Theories Ability to design modules catering to all types of learners Ability to measure training results using participant’s Reaction, Learning, Behavior and ROI Ability to collaborate with other departments to identify training opportunities Strong Client liaison skills particularly on Learning and Development Experience with Learning Management System (LMS) is a plus Strong computer and software skills Candidates must be willing to work rotating shifts Candidates must be willing to be based in Taguig Key Competencies Training Facilitation Training Needs Analysis Training Design and Development Able to negotiate and influence Collaborative work style;
willing to coach and to be coached by others Able to work independently across a broad range of activities Strong client presence -
speak comfortably with clients and provide ideas for improvement Relentlessly drive progress on numerous initiatives at the same time Evaluation of Training output
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