Training and Quality Manager, Day Shift, Weekends Off - Ragus Inc. (A BPO Australasia Pty Ltd Company)

Advertised:15-08-12 | Closing Date:14-10-12

Ragus Inc. (A BPO Australasia Pty Ltd Company)

Training and Quality Manager, Day Shift, Weekends Off
Pasig City (National Capital Reg)

Responsibilities:

Knowledge Management

Responsible for Product Knowledge Management
Join all new-client trainings and document all knowledge transfer for future training of incoming employees or replacements
Oversee collection of information related to product knowledge and development of training modules
Update all concerned on changes in processes, methods and procedures as provided or required by clients

Training Needs Analysis

Responsible for the design, development, implementation, delivery, and evaluation of client specific training to meet project goals
Responsible for smooth transition to quality improvement

Quality Assurance Management

Ensure meeting all sales and quality metrics for the Agents and Supervisors
Create and implement client-specific monitoring sheets
Audit/Monitor Agent calls and other work performed by Agents
Report on quality assessments and recommend training needs
Continually assess, evaluate and maintain a high standard of effectiveness and quality in line with client’s goals and objectives
Develop and implement internal Training and Quality initiatives and projects to help improve and maintain overall center performance

Requirements:

At least 3-4 years training and quality management experience
Working knowledge of current and emerging call center training and quality tools
Ability to create an environment of fun and excitement centered on sales/customer service and quality
Demonstrated leadership skills, professionalism, and the ability to inspire and motivate others to perform well
Complete understanding of effective sales/customer service skills and demonstrated ability to use them
Excellent communication, listening, presentation, and facilitation skills
Ability to build strong working relationships, internal and external to the organization
Strong analytical skills; strong attention to detail
Strong decision-making and problem-solving skills

Offer:

	Non-member