Training and quality leadCIBI INFORMATION INC.

Description
Job Description
-Manage the quality assurance evaluation (internal audits) process by continually aligning goals with the Officers.
-Improve the technical competence of our frontline consultants; through quality evaluations which identify both strengths and development opportunities.
-Ensure that the QA Team provides immediate feedback to employees who incur critical errors.
-Ensure that the Officers conduct regular feedback to QAs regarding their quality audits.
-Oversee that internal and external calibration sessions and calibration results are being provided by the QA Team as needed
-Generate weekly, monthly, and quarterly quality audit related reports, which will be sent out to internal clients such as the Team Captains and Operations Managers
TRAINING
-Oversee the overall training process and supervise the Officers in ensuring efficiency and on-time delivery of training for newly hired FTEs and training needs of our frontline consultants.
-Ensure that needs analysis/skill gap assessment are administered by the Training Team and that refresher training is being conducted as needed.
-Research on Client Products/ Services and offer overall training solutions.
-Provide operational guidance. Train, coach, monitor, recognize, support, and promote discipline in any given situation.
-Participate in training discussions with the clients (internal/external)
-Carry out a needs assessment and performance reviews to Officers
-Coordinate with Recruitment, IT, and liaising with the HR team.
-Maintains knowledge and understanding of company policies and procedures
-Performs other functions related, analogous, and pertinent to the preceding enumeration as may be assigned by superiors from time to time.
Qualifications
- Graduate of any 4 year course/degree.
- 1 year relevant experience in the same capacity preferably from a BPO and customer service oriented industry"
- Knowledgeable in data/information gathering, verification and matching of data / information, related field work and report writing / preparation.
- Excellent communication skills, both oral and written
- Keen attention to details.
- Solid commitment to customers.
- Comprehensive reporting preparation experience.
- Must be comfortable working in a fast-paced, constantly evolving environment and exhibit multi-tasking skills.
- Must exhibit proactive qualities.
- Computer proficiency is required for the following software programs such as but not limited to Email, MS Office (Excel, PowerPoint, etc.).
Additional Information
Base Location: Manila, Philippines
Compensation: Industry leading incentive compensation plans
Advancement: Accelerated career progression based on performance
Requirements
Minimum education level: Bachelor ́s Degree
Years of experience: 1
Availability for travel: No
Availability for change of residence: No

₱ 16,500.00 monthly ·  Makati, National Capital Region ·  1 minute ago