• Handle inbound customer calls and inquiries
• Assist customers in resolving product or service-related issues
• Provide accurate and timely information to customers
• Document customer interactions and update customer records
• Deliver outstanding customer service in a professional and friendly manner
• Follow established guidelines and procedures for customer interactions

The Private Sector Officer, under the supervision of the Private Sector Manager, will provide technical guidance and support to the program in private sector engagement and entrepreneurship in project sites, and focus on bridging or transitioning youth program completers with employers or self-employment opportunities.

Essential Functions

The Private Sector Officer’s specific responsibilities will include, but are not limited to:

• In coordination with the Youth Development Coordinator (YDC), provide technical assistance to the Youth Development Alliances (YDA) to support their capacity improvement in a) information-gathering regarding employer and industry needs and self- employment opportunities; and b) continuous relationship-building with prospective local employers and local industry players.

• In coordination with the Youth Development Coordinator, support the YDA in conducting their annual region-specific labor market assessments (LMA) and using the results to inform programming and ensure alignment of youth skills development with employer and industry needs.

• In coordination with the Youth Development Coordinator, support the capacity building of selected TVET institutions and universities and analyzing localized LMA.

• In coordination with the Youth Development Coordinator, support capacity building of local training service providers and partners to offer effective employment services for youth as well as implement job intermediation services.

• Assist the YDAs to mobilize local networks of stakeholders who can collectively match learners/ trainees and graduates with existing opportunities highlighted by the LMAs as well as provide recommendations to address skills gaps through training provision.

• As needed, support the Youth Development Coordinator in providing technical assistance to youth service providers and YDAs to ensure they use a holistic lens when conducting outreach to the private sector, through EDC-led training/ workshop for YDA and youth network.

• Support in the implementation of community employment opportunity mappings within their region/province/city by engaging the Local Government Unit (LGU) representatives, the DepEd ALS and TESDA, schools, community-based organizations (CBOs), associations of entrepreneurs and chambers of commerce, representatives of parents’ associations, and other education stakeholders.

• Working closely with the Private Sector Advisor, Youth Development Coordinator, Private Sector Coordinator, and other Private Sector Officer(S), participate in planning and support the conduct of city/municipal project launch activities.

• Serve as the Opportunity 2.0 liaison with private sector stakeholders and other local partners in his area of responsibility to ensure close collaboration in all aspects of Opportunity 2.0 technical programming.

• Establish and sustain partnerships with private sector as well as identify and negotiate opportunities for work-based learning, employment, self-employment and entrepreneurship.

• Working closely with the Private Sector Advisor, plan and develop strategies to maximize engagement of private sector as well as gain its commitment to maintain its support to vulnerable youth.

• Oversee the tasks of the Private Sector Officer to ensure program components, in relation to private sector engagement and partnerships, are harmonized across the sites and completed as required.

Organizational Relationship and Employment Status

• Reports to: Private Sector Manager
• Based in Iloilo City, with travel to main project sites
• Regular, full-time employee

The Youth Development Officer under the supervision of the Youth Development Coordinator will lead the establishment and provision of capacity-strengthening interventions to ensure sustainability of youth networks in the city. The Youth Development Officer will also lead youth engagement and leadership activities leading towards meaningful youth volunteering and community engagement activities of the out-of-school youth. As a youth engagement and leadership specialist, the YDO will lead the recruitment of youth towards enrolment in DepEd ALS and TESDA Courses, as well as other O2- and YDA-led activities, trainings, workshops, and programs for the out-of-school youth.

The Youth Development Officer will work closely with the Youth Development Coordinators in implementation of activities in the field, ensuring fidelity of implementation and quality assurance. The Youth Development Officer’s key activities will focus on field visits, daily monitoring of training activities and provide one-on-one support to youth service providers, youth networks, youth leaders, and SK Federation and SK Barangay Officials.

Essential Functions

The Youth Development Officer’s specific responsibilities will include, but are not limited to:

I.  Technical Programs Implementation

Specific responsibilities related to each of the three program objectives (IR1, IR2 and IR3) include, but are not limited to the following:

IR1: Strengthening capacity of national and local systems to develop, deliver and monitor second chance education programs (Alternative Learning Systems - ALS) for out of school youth.

• Assist the Youth Development Coordinator in coordinating with DepEd ALS teachers, NGO partners, HEIs, and other partner institutions in the monitoring of the delivery of life skills and work readiness curriculum.
• Lead the Youth Network activities in recruiting out-of-school youth to enroll in ALS.
• Support the YDC and HE Coordinator in establishing partnerships with YDA members, local NGOs, HEIs, and other partner institutions in securing scholarship for out-of-school youth.

IR2: Strengthened capacity of national and local systems to deliver workforce readiness and technical vocational trainings for out-of-school youth

• Support the YDC and PSC/O in providing technical assistance to the Youth Development Alliances (YDA) to support their capacity improvement in a) information-gathering regarding employer demand and self-employment opportunities; and b) continuous relationship-building with prospective local employers and local industry players.
• Provide technical assistance to the Youth Development Alliances (YDA) in conducting their annual region-specific labor market assessments (LMA), specifically on bringing youth voice and interests into the decision-making process of the LLMA.
• Provide support and logistical assistance for the implementation of a pilot program that combines the Work-Based Learning (WBL), Be Your Own Boss (BYOB) curriculum with savings groups (SILC) and entrepreneurship accompaniment.
• Provide information on youth interests, related skills, and other important information from the youth to support the YDC and PSO in building the capacity of local partners to implement job intermediation services, ensuring youth supply and job demand matching
• Conduct field visits and monitor training activities to ensure the quality and delivery of Opportunity 2.0 curriculum and skills training by local service providers
• Support the YDC and TESD Coordinator in establishing partnerships with YDA members, TESDA officers, local NGOs, HEIs, and other partner institutions in securing scholarship for out-of-school youth.

IR3: Improved enabling environment for positive youth development at both national and local levels

• Working closely with the Youth Development Coordinator, support the planning and implementation of city/municipal youth network launch activities; establish partnerships with Mayors and LGU officials; and facilitate the formation of youth network
• In coordination with the Master Trainers, lead the establishment of, provision of capacity-strengthening activities, mentorship, guidance and technical support to youth networks and local youth leaders, specifically SK Federation officials and SK Barangay officials.
• Provide technical assistance and facilitating logistical support for EDC-led training/workshops for  youth network; and other capacity-strengthening activities for city/municipal youth alliances including youth service providers;
•  Provide technical and logistical support for learning and dissemination events and annual youth summits, youth civic engagement activities, and other capacity-building activities for city/municipal youth alliances including youth service providers. 
• Lead the provision of programmatic and logistical assistance to the Youth Community Grantees (youth service providers) to ensure they use a holistic lens when conducting outreach to the private sector, youth-serving organizations and training providers, through EDC-led training/workshops for YDA and youth network; and other capacity-building activities for city/municipal youth alliances including youth service providers.
• Provide programmatic and logistical assistance to the YDC for the training of all stakeholders involved in the YDAs to understand, implement and measure progress against a holistic approach.
• Provide assistance and logistical support to the YDA for the implementation of community mappings within their region including the LGU representatives, the DepEd ALS and TESDA, universities and TVET institutions, community-based organizations (CBOs), associations of entrepreneurs and chambers of commerce, representatives of parents’ associations, and other education stakeholders.   
• Support the Youth Development Coordinator in the conduct of learning and dissemination events and annual youth development alliance summits, transition activities, and other capacity-strengthening activities for city/municipal youth development alliances including other city/municipal partners.
• Support the Youth Technical Lead and Youth Development Team Leader, and other function team heads in the conduct of learning and dissemination events and annual summits for youth development alliances and other partners.

II. External Relations

• Serve as the alternate Opportunity 2.0 liaison with city/municipal LGU officials, and other local partners in his/her area of responsibility to ensure close collaboration in all aspects of Opportunity 2.0 technical programming.
• Assist the YDC in coordinating with city/municipal level partner agencies and local youth service providers on project supervision visits of US Embassy/USAID, EDC, DepED ALS Task Force, TESDA national and regional offices, and other officials to his/her area of responsibility.
• Support the YDC in promoting and advocating YDA’s role as the city’s support system for out-of-school youth development in nearby cities and municipalities, and other LGUs that are interested to establish their own YDA.

III. Monitoring and Evaluation (M&E), Learning, and Communications Responsibilities

• Prepare Quality Assurance Reports, as well as other grant-related monitoring reports to ensure quality implementation of O2 curriculum and programs in the field by youth service providers.
• Assist the YDC and MEL Team in collecting information and data on implementation of life skills and work readiness curriculum delivered by DepEd ALS teachers, parther NGOs and higher education institutions, and other program partner implementers.
• Assist the YDC and MEL Team in collecting information and data on implementation of 21st Century skills and work readiness curriculum delivered by TESDA institutions – both public and private, parther NGOs and higher education institutions, and other program partner implementers.
• Actively contribute to the project communications plan by regularly providing documentation of significant events, success stories, and other similar materials to feature in USAID weekly highlights, EDC newsletter, and for press releases.
• Propose success stories and stories of interest of youth, community partners and YDA members to the Communications Team.

IV. Support to Management of Technical Programs

• Providing technical inputs in relation to youth leadership and engagement, for partner and technical working group meetings; planning and implementation meetings, and the like;
• Support the preparation of work plans and activity reports in relation to youth leadership and engagement activities;
• Provide feedback on youth service providers’ activities and other implementation concerns at the field level; and
• Assist in providing technical inputs to Opportunity 2.0 project team meetings and written materials for weekly, quarterly and annual reports. 
• Working closely with the Youth Network, City Youth Leaders and other partners, write activity designs and reports related to youth engagement activities.
• Working closely with the Youth Technical Lead and Youth Development Team Leader, participate actively in technical working group activities and achievement of its work plan.

V. Administrative and Financial Compliance

• Actively participate in fostering a collaborative environment between technical teams in the field and Admin, HR, and Finance departments;
• Comply with project and organizational policies on technical activities with regards to security, human resources, financial and grants management, the confidentiality of documents and information, and the like;
• Comply with EDC’s administrative and HR regulations, including policies and procedures on performance management and annual performance review.

Organizational Relationships and Employment Status

• Reports to Youth Development Coordinator
• Based in Isabela, Basilan with travel to project sites
• Full time employee

About IntouchCX 

IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We immerse ourselves in your world with curiosity, creativity, and innovation to deliver exceptional results. For over 20 years, we have scaled with soul to become a disruptive industry leader by building trusted long-term relationships with our brand partners and empowering our people to drive positive change. To learn more about us and our culture, follow the link to Our Story - https://youtu.be/GinyJ-abWJs

About the Job

The Senior Director for Training, Quality and Compliance plans, coordinates, directs and supervises all aspects of the support service delivery for a set of specific client programs which can be located over multiple centers in different cities. This position ensures full support to business unit owner client interaction related to service delivery, planning and ensuring client satisfaction on Training, Quality, Compliance and Customer Experience metrics, profitability and revenue maximization, and providing account direction. 

As Senior Director of Training, Quality and Compliance, You Will…

• Manage all aspects of client operations including planning, development, implementation, and maintenance for the account
• Manage day-to-day service delivery through Training and Quality Managers/Senior Managers
• Provide effective coaching to the managers in a timely manner
• Meet or exceed account objectives for revenue, gross profit, quality and customer satisfaction
• Present Training and Quality Data to client during business reviews
• Directly responsible for developing and conceptualizing quality management system in the company
• Identify improvement opportunities, develop and drive appropriate action plans for quality and training enhancement
• Work with the fraud and security team to assess product and process compliance, assess operational risks and develop risk management strategies
• Ensure periodic internal reviews, transaction audits (including physical audits) are done to ensure that compliance procedures are followed
• Responsible for ensuring we disseminate written policies and procedures related to compliance activities
• Ensure that monitoring/auditing, preparing and providing adequate feedback is happening according to SLAs
• Ensure adherence to quality norms as per client specification, also internal policies, procedures, and compliance regulations are being followed
• Identify improvement opportunities, develop and drive appropriate action plans for quality enhancement
• Manage internal and external quality audits
• Identify root cause analysis of training and quality shortfalls
• Reduce learning curve and help enhance product/process knowledge of new joinees
• Communicate to heighten awareness and focus on the importance of improving the overall customer experience
• Drive Training programs/Certification program at the engagement level and participate in the training programs as trainers
• Maintain the desired target throughput for process training batches
• Develop and maintain client rapport and complete satisfaction with contract and customer services
• Develop, grow, and maintain employee experience, capability, morale, and job satisfaction
• Monitor and report performance metrics and client satisfaction to the client, the company, and our employees
• Accountable for managing account performance against profitability objectives, contract metrics and client expectation
• Assure that contract compliance, documentation and information is up to date and files are maintained
• Assure that contract requirements including process compliance, service levels, talk times, escalations, quality scores, and etc., are routinely conveyed and understood by team members
• Provide the lead role in the absence of the business unit owner, in client communications in matters of support performance reporting, billing, systems, staffing, product development, and complaints
• Accountable for the information conveyed to clients and responsible for distribution to internal management, Sales, and staff of key information received
• Support client goals by improving the quality & efficiency of consumer relation services, update & integrate global technology platforms and optimize & better integrate fulfillment activities
• Responsible for ensuring timely and effective implementation and deployment of regional or global company initiatives within the specific account

As Senior Director of Training, Quality and Compliance, You Have…

• Bachelor’s degree preferred, plus 5-years experience in a Training and Quality Management role
• Experience in handling Process and Regulatory Compliance a plus
• Proven experience in a senior Training and Quality role, preferably at a managerial or Director level
• Strong strategic thinking and planning skills
• Excellent leadership, communication, and interpersonal skills
• Familiarity with the latest learning technologies and trends
• Demonstrated ability to collaborate with cross-functional teams
• Must have strong and effective verbal and written communication skills
• Must be able to deal with confidential/sensitive topics appropriately
• Must be a team player and leader
• Must be able to successfully manage multiple projects simultaneously
• Must have excellent interpersonal, organizational, mediation, and negotiation skills
• Work From Cyber Park Tower 1 Office (Full-Time) but may be asked to report to other Philippine sites as needed

By signing this application, the applicant consents to IntouchCX collecting, using and retaining his/her personal information for purposes relating to the application process and if hired, the employment relationship.

Any and all personal information collected is held in the strictest confidence and in accordance with all applicable Privacy Laws.

The Monitoring and Evaluation (M&E) Officer reports to the Manila-based Senior M&E Manager and is responsible for coordinating monitoring, evaluation, and reporting activities under the award in the O2 implementation sites. This is a regular full-time position based in Davao City. The M&E Officer ensures timely communication of data to the Senior M&E Manager. S/he works with the Senior M&E Manager on the development and management of the Monitoring, Evaluation and Learning (MEL) Plan.
 

Essential Functions 

The M&E Officer’s specific responsibilities will include, but are not limited to:

- Work with the MEL Team in designing, testing, and translating various M&E and research tools as well as activity monitoring plans and research work plans.

- Lead the implementation, coordination, and supervision of MEL activities in the assigned project sites.

- Perform or assist in data collection, data entry, data validation, and data quality assessment.

- Train field interviewers in data collection as necessary.

- Provide regular updates and write progress reports on MEL activities and submit M&E data timely.

- Assist the MEL and Communications Teams in documenting project impact and success stories.

- Liaise with internal and external project stakeholders in the assigned project areas to obtain information and data related to project performance.

- Present and share M&E and research findings to internal project stakeholders in the assigned areas.

- Assist with periodic reports as appropriate and submit inputs timely.

- Provide support to other special initiatives as may be needed.

- Demonstrate a high level of professionalism when dealing with sensitive and confidential documents and information, and with co-workers and EDC partners.

 Organizational Relationships and Employment Status 

Reports to Senior Monitoring and Evaluation Manager

Supervise: N/A

Based in Davao City with travel to all project sites

Full time employee