Job Description: Training and Quality Specialist I
Hybrid - Bacolod City, Negros Occidental
Description:
Our client is a leading provider in global telecommunications services is looking to add a Training and Quality Specialist to our growing in-house team.The Training and Quality Specialist will be responsible for mentoring, training and developing existing talent and ensuring high standards of quality across operations. The role involves creating and updating documentation and training materials, developing new skill development curriculum based on organizational needs, ensuring flawless delivery of training to stakeholders, monitoring calls, and evaluating employee progress for future development aspects.
Work Locations:
This position will be hybrid based out of our office in Bacolod City, Philippines.
We are typically in the office 3 days per week with WFH the other 2 days.
This is subject to change based on the demands of the position and company. Travel to our Makati office will be on an as-needed basis, likely less than 10% annually.
Working Hours:Night Shift - 9:00 pm to 6:00 am Philippines Standard Time
What You Will Do:
- Providing first-hand quality control oversight including call monitoring, reviewing systems, and creating quality measures to evaluate team effectiveness.
- Creating and implementing training programs for employees to increase the effectiveness of operations, sales, and customer support.
- Developing key performance indicators (KPIs) and maintaining quality scores.
- Creating storyboards, lesson plans, presentations, and other graphics.
- Creating documentation such as playbooks, manuals, How-To's, etc.
- Developing and delivering curriculums based on the needs of the organization.
- Conducting back-end calls and creating quality reports with identified areas for improvement.
What You Will Need:
- At least 2 years of experience in Training and QA; A Bachelor's degree or an equivalent experience of 6 years is accepted
- Excellent Professional English communication skills along with strong presentation skills
- A strong sense of organization, priority setting, and attention to detail
- Proficient with MS Office - Outlook, PP, Teams, Excel; SharePoint
- Strong experience with Canva; Camtasia; Adobe Creative Suite
- Must be passionate about continuous learning and problem-solving.
- Track record of achieving outcomes and meeting KPIs
What we offer:
- Competitive industry salaries with annual reviews
- Health Insurance (HMO with 2 free dependents)
