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Jobs in Philippines   »   Jobs in Makati   »   Information Technology Job   »   Director of Operational Excellence, Training and Quality (BPO)
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Director of Operational Excellence, Training and Quality (BPO)

ISTA

ISTA company logo

ISTA Solutions, an outsourcing/offshoring company, is in search of an experienced DIRECTOR FOR OPEX, TRAINING AND QUALITY to join our rapidly expanding team. As a member of our team, you will have the opportunity to work with highly skilled professionals, who prioritize employee satisfaction and work-life balance. At ISTA Solutions, we pride ourselves on creating a culture focused on long-term success and life-long learning. We're looking for a team player who is ready to contribute to our mission, just like you!

Roles and Responsibilities:

  • ·       Implement and maintain a culture of continuous improvement throughout the organization.
  • ·       Develop and implement training programs to ensure successful adoption of new processes.
  • ·       Communicate and interact effectively and develop credibility and trusted mutually respected relationships with clients, agents, leaders, and team members
  • ·       Developing and implementing quality assurance policies and procedures to ensure all BPO services meet or exceed the quality standards required by the clients.
  • ·       Supervise a team of Quality Analysts in conducting quality inspections, audits and checks.
  • ·       Design, develop, and deliver training programs that address both new employee onboarding and ongoing skill development.
  • ·       Conducts analysis on training implementations and is responsible for identifying trends, determine root cause, present findings both internally and externally and lead corrective action plans.
  • ·       Developing training deliverables and programs based on audit results, questionnaires, surveys, changing procedures and feedback from agents, SMEs, Leaders, and trainers.
  • ·       To work closely with various departments to identify opportunities for collaboration and process improvement.
  • ·       Prepare and present reports to clients, highlighting achievements, challenges, and areas for improvement.
  • ·       Establish and monitor key performance indicators (KPIs) related to quality assurance and training.

  • Prior experience on a Senior Manager or Director level position within Training and Quality
  • 3+ years of experience managing the overall Training/QA process ideally for a BPO or similar company
  • Solid experience in BPO Operations, Operational Excellence, Training and Data analysis

What can we offer you?

  • Competitive salary and benefits
  • Health Insurance with free dependents*
  • 10%-night differential
  • Attendance Bonus
  • Paid time off
  • Convertible to cash leave credits
  • Performance Appraisal
  • Work-life balance
  • A focus on growing your career path with us
  • We encourage you to follow your passions and learn new skills

Our commitment to you

  • Strong culture and values-driven leadership
  • We create opportunities for you to learn and grow at any stage of your career
  • Continuous learning and innovation
  • We foster an all inclusive environment where everyone thrives
✱   This job post has expired   ✱

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