Director of Training and Quality Assurance (GRN110
Teleperformance
Mandaluyong, Metro Manila
3d ago

Job Summary Direct oversight of the Monitoring Services team and the team of Trainers and Training management

Duties / Responsibilities Ongoing management of Quality Assurance Monitoring calibration process and Training processes / curriculum with Clients, Monitoring Services, Training & Development Services, Client Services and the Operations teams

Ensure value-add Monitoring analytics to be consistent and delivered across all Operations in all TP Philippines

Ensure appropriate levels of skilled Monitors in order to achieve company and / or client required levels of monitoring by Agent / Client / Project

Oversight of all Monitoring analytics and deployment of insights to QA Monitoring Services, Client Services and Operations

Coordination of Quality Monitoring methods and practices with other Teleperformance subsidiaries on shared projects worldwide

Ensure that the TP Philippines Group QA teams adhere to the BEST QA Manual

Client interaction on new project implementation and design as it relates to Monitoring Services and Training Services

Escalation of updates to the Quality Assurance and Training & Development BEST Manual to senior leadership

To ensure that all classes and trainers meet client standards and expectations as they have outlined and continue to outline for pre- and post- training

Monitor the performance of the Training team and be responsible for reporting their performance and development

Develop Action Plans for Trainers

Monitor the scheduling of classes and trainers

Attend meetings with resource and business units

Come up with strategies to manage attrition in the classroom

Manage training needs and escalated issues related to training

Thrive as a team player in a fast-paced, high-energy, change-oriented environment

Ensure all Teleperformance policies and procedures are adhered to, including but not limited to : Security, HR, Operations, etc, and any known infractions of any of these corporate policies and procedures are communicated to the proper

Teleperformance Management immediately

Will be handling multiple sites Qualifications : At least 5 years in the industry and 3 years management in a multi-client account environment

Critical thinking, proactive attitude, strong communication skills

Proven ability to manage within a budget, within multiple sites

Must be extremely detail-oriented with the ability to develop thorough corrective and preventative plans

Must be extremely articulate and present a professional image as this position will have contact with clients within TP Philippines

Experience with standard business applications including MSOffice

Strong team-building and leadership skills focused on production-oriented goals

Able to manage multiple priorities

Internal knowledge of TP Philippines Monitoring Services processes

Internal knowledge of TP Philippines Training & Development processes

Overtime hours may be required

Travel to various worldwide locations may be required

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