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Job Profile
Manager II, Quality and Training
Job Profile Summary
The Manager Quality and Training will manage training and quality staff for contact center programs. Responsible for staff performance, driving training and quality process improvement in partnership with program leadership and clients. This position will Lead the evaluation, design and delivery of training and quality initiatives. Oversee new hire, continuing education, and program specific training on assigned accounts. Develop and implement standards for quality monitoring of agents/representatives. Ensure that quality processes provide Operations with guidance to correct problems. Determine appropriate staffing levels and leads hiring, training/development, and evaluation of own staff's performance.
Job Description
Essential Functions/Core Responsibilities
- Analyze the raw data, identify root causes, and provide insights through the use of applicable graphical data presentation and/or statistical analysis. You may use any tool for the analysis--Excel, Minitab, SPSS, etc.
- Can formulate business proposals based on the analysis from the data gathered and present them to Executive Leadership and Clients effectively.
- Contributes to the assessment, analysis, planning, design and delivery of training and quality solutions
- Acts as a primary point of contact and performance consultant for training and quality functions for multiple programs.
Candidate Profile
- At least one (1) year as a Quality Manager handling multiple Lines of Businesses and background in Training.
- Excellent communication skills. Can articulate both written and verbal. Ability to effectively present information to Clients and/or Executive Leaders.
- Amenable to work onsite at least three times a week at Security Land Center, Ayala, Makati (Hybrid Set-Up).
Career Framework Role
Manages professional employees and/or supervisors or supervises large, complex technical or business support or production operations team(s). Is accountable for the performance and results of a team within own discipline or function. Receives assignments in the form of objectives and determines how to use resources to meet schedules and goals. Adapts departmental plans and priorities to resolve operational challenges. Decisions are guided by policies, procedures and business plan; receives guidance from senior manager and/or director. Provides technical guidance to employees, colleagues and/or customers. Has accountability for results in terms of costs, strategies and employees.
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title."
