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Training and Quality Manager - Player Engagement
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KWM
Player Engagement
Asia Pacific
Philippines
Engage
Permanent
Remote

Training and Quality Manager - Player Engagement

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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

Benefits

  • Hybrid work setup
  • Non-taxable Allowances
  • Paid Time Offs
  • Annual Corporate Bonus
  • HMO and Life Insurance

Experience & Requirements

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:

  • Bachelor's Degree in Business Administration, Organizational Development, Human Resources, or related field; or High School Degree/General Education Diploma and 4 years of relevant experience
  • Six Sigma, COPC, CLDP, ISD and/or Coaching certification is an advantage

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