About DigiPlus Interactive Corp.
DigiPlus Interactive Corp. pioneered digital entertainment in the Philippines. It introduced leading platforms BingoPlus and ArenaPlus, widely known for their engaging experiences in interactive gaming and sports entertainment. DigiPlus also operates GameZone, with more to come.
For more information, visit: www.digiplus.com.ph.
Job Summary
The Training and Quality Team Leader is responsible in updating Training materials and resources are up to date. He/She will analyze inbound/outbound calls, Chat and Email Interactions, present findings to our leadership Team and
identify training needs. Our Training and Quality Team Leader is the over-all point of contact in terms of Training and Quality Data gathering and Analysis.
Key Responsibilities
- Prepare/create reports for Leadership Team/ Key stakeholders regarding trends in associate performance and opportunities for process or training improvements
- Participate in root cause analysis (RCA) of qualitative and quantitative data regarding individual and Department-Wide performance
- Utilize a quality scoring tool to log insights and provide product feedback to improve the tool
- Assist in training and mentoring other QA Analysts as needed.
- Participate in regular meetings for calibration and coaching strategy.
- Develop insights and recommendations from analysis of quality audits.
- Remain up to date on all necessary processes, products, and policies impacting the operation.
- Providing coaching and feedback to Training and Quality Specialist on how to improve facilitation of Training Classes.
- Building and maintaining the Training Program.
- Ensuring trainees have all of the resources they need to be successful, including documented processes and adequate training materials
- Plan training sessions and accurately reinforce essential knowledge, skills, and processes
- Creating a welcoming and encouraging environment for learners to ask questions and actively engage in the learning process
- Breaking down complex information and demonstrating adaptability and agility in training approach in response to differences in learner's style and ability
- Evaluating the learners skill level and knowledge gaps and communicating training progress to their managers/supervisors/team leaders.
- Evaluating training program effectiveness through assessments, surveys, and feedback, analyzing the results to suggest modifications to the training materials/approach
- Working closely with the Leadership Team to ensure alignment between training initiatives and operational needs.
Qualifications and Skills
- Minimum 2-4 years experience as a Team Leader is required.
- Atleast 1-2 years experience as Trainer or Learning Specialist and as Quality Analyst/ Specialist is preferred.
- Online Gaming Industry / Casino Experience is highly preferred.
- Background in Training and Quality, Data Analysis and Analytics, Six Sigma / Process improvement in the service industry is highly preferred.
