training & Quality Specialist (learning management platform)SupportNinja

Position Title: Training Specialist (Learning Management Platform)
Job Location: Clark Freeport Zone, Pampanga
Why we're awesome?
SupportNinja is redefining the outsourcing space. Our mission is to "Show the World a Better way to Outsource". What does this mean?
We are more than just a call center - we challenge the status quo with the greatest people and the latest technology. SupportNinja provides a personalized, modern and ethical approach that allows us to provide faster, smarter support than our competitors.
We work with some of the world's most disruptive companies across the tech, lifestyle, music, and e-commerce spaces. Our services include customer support for apps, content moderation for streaming music services, B2B lead generation for SaaS companies, and back-office support for one of the world's largest nonprofits. Our client roster includes HotelTonight, Warner Music/Level, Bill and Melinda Gates Foundation, SeatGeek, and more.
Be a Ninja and enjoy the following benefits:
Fun, fast-paced environment where you can stretch your creativity
Stress-free start up accounts
HMO upon hire + 1 dependent upon regularization!
Life Insurance upon hire
10 Paid time off upon regularization + 1 Birthday leave every year!
Competitive Salary
Job Description:
Conducts product-specific (Desire2Learn) and basic training to newly hired employees as well as additional training to current employees to keep everyone up-to-date on changes in the industry that affect job requirements. Conducts focused training needs assessments within specified targeted adult populations; designs develops, delivers, and evaluates a range of responsive educational curricula and training programs within defined fields of expertise.
Main Duties and Key Responsibilities:
Training * Conducts product-specific and basic training to newly hired employees as well as additional training to current employees
Develops training curricula and recommending or utilizing vendor programs meeting instructional goals and objectives
Formulates training outlines and determines instructional methods utilizing knowledge of specified training needs and effectiveness of such methods such as individual training, group instruction, lectures, demonstrations, conferences, meetings, and workshops
Selects or developing training aids including training handbooks, demonstration models, multimedia visual aids, computer tutorials, and reference works
Coordinates administrative functions necessary to deliver and document training programs
Evaluates effectiveness of training and development programs, and utilizing relevant evaluation data to revise or recommend changes in instructional objectives and methods
Assists in analyzing and assessing training and development needs for individuals and the account itself
Quality * Monitors, calibrates, and supports the quality standards set by the clients and the company
Evaluates voice, email, and chat interactions on customer service skills, product knowledge, technical skills, policy, procedure, and compliance adherence
Assists Ninjas in achieving client quality and customer satisfaction goals as set by the program or client
Safe keeps all documented quality processes and create new processes as required
Provides coaching and feedback to the agents to ensure customer service meets the quality standard
Initiates and participates in process improvement activities relating to Quality Assurance
Analyzes customer satisfaction and dissatisfaction data to recommend solutions with the use of Root Cause Analysis methodologies
Communicates recommendations for improvements of accounts/programs
Serves as subject matter expert for ninjas relating to customer service, technical support, and data entry improvements; works closely and collaboratively with the Training & Quality Manager
Interacts with Operation Leaders for any potential quality call out; creates guidelines for quality improvement and call-out prevention
Qualifications: * Minimum of 1-year related experience; or equivalent combination of education and experience
Assertive self-starter who can work independently, yet function in a team environment.
Excellent organization, planning, time management, and analytical skills. Strong team building, interpersonal, communication, and motivational skills.
Teaching and facilitation skills
Ability to determine training objectives
Organizing and coordinating skills
Ability to design, develop, implement, and evaluate training plans, curricula, and methodology
Skill in preparing instructional aids and plans
Extensive experience and expertise in various Quality Assurance tools
Proficient in MS Office and Google Docs with expertise in using Excel or sheets
Experienced in various coaching techniques
Strong communication skills
Excellent in time management
Good background in handling email, chat, voice, and back-office type of customer contacts
Powered by JazzHR
SupportNinja

Philippines
Permanent
Full-time