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)


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


  • 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
  • Highly competitive remuneration
  • Excellent work environment
  • Comprehensive training and continuous learning
  • Outstanding career growth path
  • DAY TIME working hours with weekends off


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