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Training and Quality Manager (For Pooling)
Managerial / Supervisory
With Business Certificates
Established in 2014
Cebu IT Park, Apas, Cebu City, Cebu
Total vacancies for this job title: 1
Posted On: October 21, 2021
Job ID: 390313
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
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?
Develop and mentor both Training and Quality staff: identify performance opportunities, strengths and develop individual plans for each staff member
Track trends and make recommendations for refresher and/or up-training to the training and quality staff
Deliver training workshops to both new and existing operational staff
Lead the team to focus on operational and client goals; and work closely with the Operations team to achieve quantitative and qualitative targets specified by the client
Offer ad-hoc training support across the operational teams
Oversee assessments for both new and existing staff
Produce and prepare a wide variety of training materials as well as recommend improvements to training and processes to ensure material remains fresh and relevant
Remain knowledgeable on project information by keeping both training and quality manual and memos updated
Work as a team to plan and organize training and quality strategies
Undertake long and short-term training and quality projects
Review established work procedures, focus on process improvements and promote idea generation from the floor with the aim of improving Customer Experience
Produce weekly and monthly reports or as needed for the following: performance of Training and Quality staff, Training and Quality performance of the account; and other reports needed by Operations Director or the client
Scope to develop in delivery of training in other business area
Ensure that all evaluators are well-calibrated for transaction monitoring across sites
Attend, contribute to, or facilitate both external and internal calibration sessions as required
Attend and facilitate presentations in internal meetings with the operations team
Attend, facilitate presentations and represent the Training and Quality department of the account in client interactions including regular business reviews and during visits
Assure Training and Quality department works towards a common goal with the account
Coordinate with Operations for smooth resolution of issues and concerns
Continuously liaise with staff across the operational teams with the aim to provide the highest standard of training and quality for all departments
Work closely with Operations Director for Training and Quality needs of the account including ad-hoc projects or other tasks as it relates to the account
Work closely with client to implement initiatives/ system changes
Any other duties and responsibilities that may be assigned to you by the management from time to time, within your category of employment in the organization and for the effective implementation, maintenance and continual improvement of the Training and Quality Management System of TDCX.
Who are we looking for?
Minimum Diploma or Degree holder
At least 2 years experience in supporting a technical program in a BPO setup
At least 3 years Training management experience with excellent track record
Experience in conducting Training for at least 3 years in a BPO setup
Strong Problem solving and decision-making abilities
Extensive knowledge of analyzing training needs and implementing performance gap analysis
Above average English oral and written communication skills
Strong Facilitation skills using Adult Learning Theories
Ability to design modules catering to all types of learners
Ability to measure training results using participant’s Reaction, Learning, Behavior and ROI
Ability to collaborate with other departments to identify training opportunities
Experience with Learning Management Systems (LMS) is a plus
Strong computer and software skills Exceptional motivational and interpersonal skills
Training Needs Analysis
Training Design and Development
Collaborative work style; willing to coach and be coached by others
Able to work independently across a broad range of activities
Strong client presence-speak comfortably with clients and provide ideas for improvement
Relentlessly drive progress on numerous initiatives at the same time
Evaluation of Training output
Able to work rotating shifts, permanent/night shifts, public holidays, weekends, render overtime
Flexibility and adaptability, able to work well in a constant-changing environment
Who is TDCX?
We serve some of the world’s best brands from our centers of excellence in Singapore, Malaysia, Thailand, the Philippines, Hong Kong, China, Japan, Spain, Colombia, Romania, and India. We specialize in perfecting our clients’ customer experience and elevating their sales.
We are guided by a talent philosophy - selecting and employing the best professionals to make the outsource industry better for our people and our clients.
Our company has won over 270 industry awards for delivering value driven by technology and continuously innovating our customer-facing brand solutions. Thanks to our premium workspaces, above industry average compensation packages, career opportunities, and long list of perks, we were recently awarded as one of the best companies to work for in Asia.