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.
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
Hybrid work setup
Paid Time Offs
Annual Corporate Bonus
HMO and Life Insurance
Experience & Requirements
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)
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)
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.
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