Job Openings Training Manager

About the job Training Manager

Position Title: Training Manager

Classification: Manager

Salary: 70,000php - 90,000php

Reports To: Accounts Manager, Client

Primary Relationships: Client Team

Date: May 2022

Schedule: US Business Hours

Responsibilities:

  • Perform QA / QC on a variety of design and engineering tasks

  • Refine QA / QC processes

  • Develop and deliver training content related to the team processes and

  • Quality Rubric

  • Oversee process changes to ensure compliance

  • Support new hire training programs and new hire proficiency progression

  • Monitor and develop processes that ensure quality of service of theTeam

  • Generate quality-related standard operating procedures

  • Perform rework deep-dives and extract key process deficiencies

  • Document, train and drive compliance to best practices Create and utilize reports and dashboards based on root causes to understand various workflows

  • Generate process maps and related documentation

  • Be open to change, creative, optimistic, and set the example for team culture

  • Responsible for day-to-day oversight and functional supervision of the program, including work assignment, performance and attendance oversight; administers Transaction Monitoring team coaching and development and all associated performance management responsibilities, drives input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirements.

Requirements:

  • B.S. or equivalent years of relevant experience

  • With at least 5 years of experience in generating and delivering training content and doing quality audits

  • Experience performing root cause analysis

  • Reporting and data analysis proficiency

  • Experience performing analytics, metrics generation, or statistical analysis

  • Excellent understanding and QA principles.

  • Experience with developing a QA team/program in a call center environment.