Quality & Training Specialist

Quality Assurance
Pasay (Metro Manila), Metro Manila (Philippines), Philippines
February 26, 2025
Full-time
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Job Description

Department

Customer Experience

Employee Type

Probationary

Primary Responsibilities:

    • Conduct regular quality audits of customer interaction evaluations to ensure adherence to company standards and procedures.
    • Analyze performance quality data of customer-facing employees to identify areas for improvement.
    • Utilize QA results to provide valuable insights that inform and refine training programs and initiatives.
    • Participate in calibration sessions with the customer-facing teams and partners to ensure alignment on quality standards.
    • Develop and deliver comprehensive training programs specifically for customer-facing employees.
    • Monitor and evaluate the effectiveness of training programs and make necessary adjustments.
    • Collaborate with Operations to develop and update training materials
    • Work closely with Knowledge Management Specialists to ensure agents have easy access to accurate and updated information, empowering them to deliver high-quality service consistently.
    • Stay up to date with industry trends and best practices in quality and training for customer-facing roles

Basic Qualification:

    • Bachelor’s degree in Education , Communications, or a related field is preferred
    • Minimum of 2 years of proven experience in Training and Quality Assurance roles, particularly in Customer Experience.
    • Knowledge of training techniques, adult learning principles, and quality assurance processes and methodologies.
    • Proficiency in Microsoft Office and other relevant software.
    • Experience in using Articulate Rise 360 or similar eLearning platform is a plus.
    • Excellent verbal and written communication skills .
    • Proficiency in delivering training sessions and workshops
    • Ability to analyze data and identify trends
    • Strong problem-solving and critical thinking skills
    • Ability to work independently and as part of a team

Note: This position is for an Individual Contributor and will be based in Pasay City, Metro Manila but on a hybrid work environment.

Experience Range Range (Years)

2 – 5 years

Job posted on

2025-02-26

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