Senior Training and Quality Director

The Senior Training & Quality Director will be responsible for overseeing Training and Quality departments and will be tasked with the development, implementation, and continual improvement of training and quality assurance programs across the organization.

The role also includes developing, managing and leading the training and quality teams to actively build the organization's capacity to educate, train, monitor, and coach, delivering excellent support for both our internal and external clients.

The position also require developing strategies to align training initiatives with business goals, and fostering a culture of continuous improvement and excellence.

ESSENTIAL DUTIES AND RESPONSIBILITIES

These include the following. The management may assign other depending on the company's business needs.

Quality and Training Management:

• Develop and execute strategies for training and quality assurance that aligns with organizational goals, developing and improving existing processes.
• Design, develop, and implement comprehensive training programs to enhance employee skills and knowledge.
• Own overall management of training systems, content and support materials
• Ensure consistency in the quality of training programs, materials and initiatives
• Establish quality assurance policies and procedures to ensure consistent service excellence across all respondent/customer/client touchpoints.
• Monitor and evaluate the effectiveness of training and quality assurance programs, making adjustments as necessary, establish metrics and track performance for accountability, and optimize the impact of training programs
• Implement change management strategies by identifying key stakeholders, approaches, and communication plans for developing new processes, technology, and/or tools
• Support the stakeholders by identifying and outlining the root cause of interactions and escalating trends
• Investigate any inconsistencies and create solutions by providing corrective and preventive action plans to drive operational improvements

People Management:

• Lead and manage the global training and quality teams, fostering a culture of teamwork and continuous improvement.
• Set clear objectives and performance metrics for teams and individuals, conducting regular reviews and feedback sessions.
• Promote professional development opportunities and career progression for team members

REQUIRED SKILLS & QUALIFICATIONS:

• A minimum of ten (10) years proven experience in learning and development, training and quality management within a global call center or customer service environment, including a minimum of five (5) years in a leadership role.
• Strong leadership skills with the ability to manage and motivate teams across different geographical locations.
• Excellent communication and interpersonal skills, with the ability to engage and collaborate with stakeholders at all levels.
• Strategic thinker with strong analytical and problem-solving abilities.
• Analytical - capable of gathering, conducting and evaluating analyses, identifying points of improvement, and developing clear and compelling solutions and strategies.
• Strategic- strong business acumen to measure key service deliverables
• Proficient in Training and Quality Assurance tools: Knowledge management, data and analytics, and Learning Management Systems.
• Amicable to travel within different sites of the organization, but will be permanently based in Tacloban/Ormoc/Cebu