Operations Associate - Training and Quality

Job Summary

The Operations Associate - Training & Quality is assigned to facilitate daily training programs, prepare and designs training materials, conducts side by side audits/coaching, conducts mystery shopper and blind audits, conducts the monthly assessments of new hires on the first 6 months, runs the operations recognition and engagement activities.

Duties and Responsibilities

1. Facilitates training programs and conducts and records performance audits across all Operations’ units with external customer interaction and across all service provision platforms (call, e-mail, face to face, chat) and request processors with the aid of established procedures and processes

2. Collects, compiles, reviews, evaluates, and records audit results and conducts regular coaching sessions

3. Prepares, communicates, and presents performance audit reports to supervisors and managers

4. Facilitates knowledge alignment sessions to associates and team leaders with the goal of improving service quality

5. Conducts practical learning assessments in coordination with the Training and Quality Assurance Manager

6. Performs other job-related duties as assigned by the Training and Quality Assurance and Special Accounts Manager, Senior Operations Manager – Bank Financing, Technical Training and Quality Assurance, Collection-Outbound, Operations Head.

Technical Competencies and Skills

• Strong analytical skills to be able to interpret technical data, processes, policies and transform these to palatable content • Familiar with operational processes and policies • Familiar with the various operational systems used by Frontline and Backroom Teams • Can communicate assessment results clearly to individuals or groups of employees • Able to function independently in a multi-tasking environment as well as part of a team • Advanced Customer Service skills • Strong planning and organizational skills • Proven presentation/facilitation skills • Excellent coordination, scheduling, and attention to detail. • Strong written and oral communication skills • High sense of responsibility and urgency • Excellent computer skills (experience with Word

Education, Trainings and Licenses Required

• Strong analytical skills to be able to interpret technical data, processes, policies and transform these to palatable content • Familiar with operational processes and policies • Familiar with the various operational systems used by Frontline and Backroom Teams • Can communicate assessment results clearly to individuals or groups of employees • Able to function independently in a multi-tasking environment as well as part of a team • Advanced Customer Service skills • Strong planning and organizational skills • Proven presentation/facilitation skills • Excellent coordination, scheduling, and attention to detail. • Strong written and oral communication skills • High sense of responsibility and urgency • Excellent computer skills (experience with Word