Director of Training and Quality Assurance (GRN113
Teleperformance
Mandaluyong, Metro Manila
7d ago

Job Summary Direct oversight of the Monitoring

Services team

Ongoing management of Quality Assurance Monitoring calibration process with Clients, Monitoring Services, Client Services and the Operations teams

Duties / Responsibilities 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

Escalation of updates to the Quality Assurance BEST Manual to senior leadership

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

To work directly with the trainers and assist the manager in developing them

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 Trainers & Managers and be responsible for reporting their observations and feedback directly to the Training Manager

Develop Action Plans for Trainers & Managers

Assist in the scheduling of classes and trainers

Attend meetings with resource and business units

Come up with strategies to manage attrition & performance

Manage training needs and escalated issues related to training

On-board newly hired Training Managers

Performs all other duties as assigned by the Vice President

Manages Training Performance 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

Overtime hours may be required

Travel to various worldwide locations may be required

Strong planning and organization skills

Excellent communication skills

Strong Presentation and Selling skills

Strong Leadership Skills

Very creative and has high technical skills

Ability to multi-task and has great time management skills

Ability to adapt to various roles and responsibilities

Ability to work independantly

Has experience with Various Operating Systems

Can adjust to different shifts

1 year of Call center Experience is preferred

Has 2 years of Training experience

Has strong understanding of Adult Learning Principles

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