majorel | training Quality Manager global qpt vocMajorel (Formerly Arvato Bertelsmann)

Job Description
We design, build and deliver end-to-end CX for many of the world's most respected digital-born and vertical leading brands. Our comprehensive east-to-west global footprint in 31 countries across five continents, with 60,000+ people and 60 languages, means we can deliver flexible solutions that harness our unique expertise in cultural nuance - essential for true excellence in CX. We have deep domain expertise in tech-augmented front-to-back-office CX. Plus Digital Consumer Engagement, CX Consulting, and an innovative suite of Proprietary Digital Solutions for industry verticals. We are a Global Leader in Content Services, Trust & Safety. The real Majorel difference lies in our culture of entrepreneurship. We are relentless, resourceful, resilient and agile - all pulling together as One Team. It's the only way to deliver the total reliability and digital transformation necessary in our constantly changing world.
Position Summary:
Ensures all quality procedures are aligned across the Account and in accordance with Majorel-wide standards, documented, audited and maintained. This role is responsible for achieving customer satisfaction goals in the Account and for ensuring new hire training as well as continuous training of employees based on the organizational and individual needs. Additionally, this role will be responsible for the Voice of the customer (VOC) Program, lead respective VOC Analyst and will drive continuous improvement processes together with the client to support Customer Satisfaction
Overall Responsibilities:
Global OPT
Defining Quality, Process & Training Management Blueprint as the expert in his/her area of the business in collaboration with the Global Ops team and Local QPT team
Collaborating and aligning across all Local QPT teams within this Account to establish global standards and to share best practices.
Defining Internal KPIs and Reporting Standards for Quality, Process & Training as the expert in his/her area of the business (Reporting and Analysis Mechanism such as Ops/CPR dashboards) in collaboration with the Global Ops team and local QPT team
Implementing & developing global Quality, Process & Training tools and frameworks, such as but not limited to RISE, Campus Majorel, CPR, OneMind
Defining and implementing Training Success Measure(s) to foster a continuous improvement mentality and reduce the new hire learning curve.
Conducting Risk analysis (Business area dependent) within the area of quality, process, and training to ensure any/all-risk(s) are identified and communicated.
Drive innovation and continuous improvement
VOC:
Lead, coach & develop VOC team.
Create and develop VOC processes and framework.
Align with local quality teams, Global QTP, Global Reporting and Service Delivery management & client on VOC findings.
Define, manage and control KPIs relevant to achieve objectives & key results in the VOC Program
Organize and lead calibration sessions internally and with the client.
Facilitate workshops with agents and other stakeholders to get further insights in focus areas identified and drive solution development.
Analyze VOC results, develop Business Improvement processes, and present ideas to the client.
Job Requirements:
Educational Background:
Minimum of 3-5 years of relevant work experience as Quality Manager / Process Manager or similar role in BPO (customer service or support with focus on customer satisfaction measure results)
Experience in performance/quality management and project delivery methodologies Six Sigma, DMAIC, COPC, preferred.
Experience in VOC Programs preferred.
Holding academic credentials in Performance/Quality Management preferred, experience of managing multiple stakeholders, and remote management experience.
Technical Skills: (knowledge, experiences, IT tools/software, languages)
Proven superior verbal and written communication skills (including business / professional writing C1) in English
Ability to communicate adequately on all management levels.
Good knowledge of Office applications (Excel, Word, PowerPoint, OneNote, Power BI), high level of IT affinity
Excellent analytical skills, strategic and tactical thinker and hands-on mentality
Soft Skills:
Working in a structured and self-reliant way
strong organizational, time management and prioritization skills
High client focus and quality standard
Willingness to travel
Majorel Philippines Corp. is an Equal Opportunity Employer and believes that all persons are entitled to equal employment opportunity, and the Company does not discriminate against its qualified employees or applicants because of race,color,creed,religion,sex,gender,genderidentity,sexualorientation,maritalstatus,politicalaffiliation,union membership,nationalorigin,ancestry,citizenshipstatus,veteranstatus,age,physicalormentaldisability,genetic informationoranyotherstatusprotectedbyapplicablefederal,stateorlocallaw.Equalemploymentopportunity willbeextendedtoallpersonsinallaspectsoftheemployer-employeerelationship,includingrecruitment,hiring, upgrading, training, promotion, transfer, discipline, layoff, recall andtermination.