training and Quality Manager - e-payment gateway accountTeledirect Pte Ltd

#BeMore Do you aspire a rewarding career that lets you do more and achieve more? Unleash your full potential at work with TDCX, an award-winning and fast-growing BPO company. Work with the world's most loved brands and be with awesome, diverse peop #BeMore Do you aspire a rewarding career that lets you do more and achieve more? Unleash your full potential at work with TDCX, an award-winning and fast-growing BPO company. Work with the world's most loved brands and be with awesome, diverse people. Be home, belong, and start your journey to #BeMore! Top Reasons to work with TDCX Attractive remuneration, great perks, and performance incentives Comprehensive medical, insurance, or social security coverage Premium workspaces Engaging activities and recognition programs Strong learning and development plans for your career growth Positive culture for you to #BeMore at work Easy to locate area with direct access to public transport Flexible working arrangements Be coached and mentored by experts in your field Join a global company with 25 years of experience and more than 270 industry awards What is your mission? As a Training and Quality Manager, your role is to actively manage, lead, innovate, motivate, and develop a team of Trainers and Quality Analysts. The role is involved in developing systems, processes, and team members to achieve superior levels of service. Drive individual and team goals including but not limited to training certifications for Trainers, deadlines for training remediations, review targets for Quality Analysts, and all other relevant team metrics Strategically manage the workload and workflows for both quality and training teams and set up the right organizational structures to support all lines of business and workflows Proactively communicate with Clients on daily operational matters relating to training and quality Partner with operational teams to ensure that refresher training needs are identified and delivered Become a customer experience expert partner to the Clients by developing in-depth knowledge on Client's training and quality processes (audits, calibrations, certifications, etc.). Proactively suggest improvements to those processes and closely collaborate and provide feedback on new launches or process changes with a potential impact to quality or training Provide timely team member reviews and handle all team member professional development Provide support to the team at all times, including the delivery of training for Trainers and completion of quality review work for Quality Analysts Facilitate regular Team meetings to ensure updates are delivered consistently and staff have an input into day-to-day operations Who are we looking for? Candidate must possess at least a Bachelor's Degree, any field At least 3 years of prior Training & Quality managerial experience in a BPO contact center Must have relevant experience in handling Financial Technology / ePayment accounts Proficiency in English at the CEFR C1 level mastery Strong Client focus with superior written and verbal communication skills Strong analytical and operations management skills
Monster

Philippines
Permanent
Full-time