qa bpo Coordinator davao site openingWestern Mindanao

What to expect from the role:
• Focus on increasing overall quality and client/customer experience and satisfaction by providing high quality and ongoing training sessions to either small or large audiences
• Prepare operational quality & training analyses for the projects coordinated and as required by the direct manager
• Identify and assess future and current training needs for the account
• Monitor and evaluate training sessions' effectiveness, success and ROI periodically and report on them
• Maintain a keen understanding of training and quality trends, developments, and best practices in the industry
• Performs Internal Audits when required for the QA Analysts & Trainers and makes recommendations for continuing education of staff based on audit findings;
• Ensures effective procedures/process updates/reminders are delivered in due time, both in writing and orally
• Ensures all procedures are acknowledged, understood, assimilated, and applied
• Ensures that only the latest versions of procedures are used, and obsolete versions are removed from the documentation platform
• Analyses all procedures/tools/procedure updates related to the areas under ownership in order to identify any flaws; communicate findings or make correction suggestions to the respective issuers
• Tailors best audit methods in order to assure the highest quality possible from all QA Analysts
• Actively participates in needs analysis studies to determine training and quality needs within an organization
• Excellent oral and written communication skills adaptable to customer needs
• Oriented to solve customer requests; Courteous attitude towards the customers and efficiently solving their issues
• Ability to work independently without continuous supervision and guidance, to be flexible under pressure conditions and in a fast-changing environment
• Ability to analyze, to explain information, and make the best decision in order to provide accurate, complete, and prompt solutions; Ability to quickly learn, focus, have flexible thinking and emphatic behavior
Qualifications:
• Minimum 1-year experience in coordinating quality & training teams/processes in a BPO environment is mandatory
• Client communication experience - proven direct communication with the client as part of job role on topics concerning quality & training (e.g. client calls, business reviews, providing analysis/conclusions and plans on quality & training performance);
• At least 1 Year in Hands-on experience in delivering High-Quality Training Sessions and analyzing Training Effectiveness of different Training Programs of different Projects
• Strong Command in Both Written and Spoken English Language
• Excellent People Management Skills and Ability to adjust to Complex Work Situations
• Intermediate Proficiency in Microsoft Office Applications
Interested applicants may send to [Protected Info]