The Training & Quality Manager will be responsible for overseeing the daily training and quality management operations aimed at achieving business objectives.
This encompasses, but is not restricted to, developing & executing the project’s quality assurance strategy, implementing the end-to-end training and development roadmap, and identifying opportunities for continuous improvement initiatives, ensuring the realization of benefits, and maintaining effective communication with clients, Player Engagement leadership and stakeholders.
Training Responsibilities
- Design and develop comprehensive training programs (PST to Nesting) for new and existing employees, ensuring alignment with organizational goals.
- Oversee training sessions covering diverse topics such as product knowledge, customer service skills, and company policies.
- Identify performance opportunities and strengths among team members.
- Develop individualized training plans to enhance the skills and capabilities of each staff member.
- Produce a variety of training materials, including manuals, presentations, and multimedia content.
- Implement continuous improvement initiatives in training programs based on feedback, evaluations, and industry best practices.
- Work closely with the Operations team to ensure that training programs align with operational goals and client requirements.
- Implement systems for evaluating the effectiveness of training programs and gather feedback from participants.
Quality Management Responsibilities:
- Develop and implement a quality monitoring program to assess the performance of Player Engagement agents.
- Ensure that agents adhere to organizational policies, industry regulations, and client-specific requirements.
- Conduct root cause analysis on quality issues, identifying underlying problems and implementing corrective actions.
- Conduct calibration sessions to ensure consistency in quality evaluations among different evaluators.
- Define and track key performance indicators (KPIs) related to quality, providing regular reports to management.
- Work closely with clients to understand and meet their quality expectations, address concerns, and implement improvement initiatives.
- Implement continuous improvement initiatives based on quality metrics, client feedback, and industry best practices.
- Analyze data related to quality performance and prepare reports for management and clients.
- Emphasize a customer-centric approach to quality, ensuring that service delivery meets or exceeds customer expectations.
Collaboration with Global Support Teams:
- Collaborate with other departments, such as Talent Acquisition, Global L&D and Global QC, to address cross-functional concerns issues
Technical Skills:
- Written & Spoken Communication Skills (Advanced)
- Training Needs Analysis (Advanced)
- Training Design & Development (Advanced)
- Training Evaluation (Advanced)
- Program Management (Advanced to Strategic)
- Instructional Design (Intermediate)
- Learning Management Systems (Intermediate)
- Knowledge Management (Intermediate)
- Quality Monitoring and Evaluation (Advanced)
- Quality Management Tools & Systems (Intermediate to Advanced)
- Data Analytics (Intermediate to Advanced)
- Presentation Skills (Advanced)
- Root Cause Analysis (Advanced)
- MS Office and/or Google Suite (Intermediate to Advanced)
- Excel and/or Google Sheets (Intermediate to Advanced)
Behavioral Skills:
- Coaching & mentoring (Advanced)
- Stakeholder Management (Advanced)
- Team Building & collaboration (Advanced)
- Creativity & Design Thinking (Intermediate to Advanced)
- Performance Management (Advanced)
- Change Management (Intermediate)
- Sense of Urgency & Ownership (Advanced)
Work Experience:
- At least 3 years of experience in Training & Quality Management, preferably in a shared service or BPO organization.
- Strong grasp of the ADDIE model or similar ISD and/or training methodology
- Demonstrated ability to build relationships and effectively connect with stakeholders.
- Experience coaching & mentoring new team members.
- Proven track record of Training and Quality Program Management for programs with over 200 team members.
- Proven ability to solve program level learning challenges.
Educational Background:
- Hybrid work setup
- Non-taxable Allowances
- Paid Time Offs
- Annual Corporate Bonus
- HMO and Life Insurance
Role Information: EN
Studio: KWM
Area of Work: Player Engagement
Location: Asia Pacific, Philippines, Pasig
Service: Engage
Employment Type: Permanent
Working Pattern: Full Time, Remote
