Advertised on 18-01-13 | Application deadline on 19-03-13

Expert Global Solutions (EGS) is the holding company for two renowned companies in the global business process outsourcing (BPO) industry -- APAC and NCO.   APAC is the EGS brand in the Customer Relationship Management (CRM) BPO marketplace.  NCO is the EGS brand in the Accounts Receivables Management (ARM) BPO marketplace.  EGS leads and manages both companies as a fully scaled and global partner serving all aspects of the customer lifecycle. Our clients benefit from the unique complement of a single-source solution with a customized CRM and ARM service delivery platform.

EGS clients include 40% of the Fortune 500, serving clients across all major market verticals.  Our operating platform includes a global network of more than 100 locations, world-class technology, and more than 43,000 associates.  As a BPO industry leader, EGS has unique capabilities to develop, grow, and innovate throughout all aspects of the customer experience.

Training and Quality Manager
Quezon City (National Capital Reg) - Cubao

Responsible for managing overall Quality Assurance and Training at the site/center, including acting as point-of-contact for Training and Quality providing project management, reporting, analysis, action plans, and improvement support to center management and employees. Ensure understanding of client quality expectations and calibration of performance to these standards for Operations Managers.  Act as liaison between center and Corporate Quality. Also to plan, develop, and manage activities associated with the training and development of Customer Service Representatives (CSR's), Trainers, and management within company guidelines and client expectations.  Maintain a climate of customer oriented service excellence by motivating and empowering team members.
  • Manage quality performance on all programs to meet or exceed client expectations, ensuring all quality goals are met.  Coordinate center action and quality improvement plans while providing guidance to center on problem solving process.
  • Work with Corporate Quality to develop, deliver and maintain statistically sound Quality Performance reports and scorecard information indicating site/center performance on a weekly/monthly basis.
  • Partner with OM/CBM to identify trends, analyze root causes, determine potential solutions, and implement and track results related to quality opportunities through effective project management.
  • Develop and maintain expertise on client expectations regarding quality performance and monitoring interpretations.
  • Calibrate internal monitoring practices with all center Team Leaders/Managers, Account Management, and Corporate Quality Analysts.
  • Ensure Team Leaders are trained on how to monitor C/TSR calls (based on client expectations), and provide coaching to Team Leaders on feedback techniques, coaching, and ongoing Quality Management System support.
  • Conduct random monitoring of agents if the need arises, focusing on lowest performers, and provide immediate feedback to Operations Managers regarding monitoring results.
  • Directly supervises Training Department.  Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. 
  • Evaluate training programs to determine skills and knowledge gaps, developmental needs and desires for learning and personal advancement.  Deliver training to management level audience including areas like processes and systems, policies and procedures, behavioral coaching and mentoring, time management, leadership training, etc.
  • Ensure all employees are proficient in their job skills by providing ongoing and periodic follow-up training, feedback, and coaching.  Includes monthly training and testing of Team Leaders and Advisors on product knowledge. 
  • Assess effectiveness of client programs and interfaces with clients for new and existing clients training initiatives: analyze needs, identify appropriate training interventions, conducting needs analysis, conferring with management, managing the implementation and evaluation of client programs.
  • Work with Sales and Operations to create value added training sessions and materials to meet APAC and our client's expectations.
  • Work with Workforce Administration, Operations Management, and Recruiting Team to design and execute training ramps during seasonal peak call times. 
  • Implements trainer certification plans to ensure quality and effectiveness for each Trainer.  Maintains records and prepares statistical reports to evaluate performance of instructors.
  • As applicable, may participate and support the Quality Management (QM) Program in identifying and acting on opportunities that improve the quality, safety and value of the service we provide to our clients and our employees.

  • Bachelor's Degree in Education, Communications, or related field; or equivalent combination of education and work experience
  • 4 years directly supervising training staff and developing and/or delivering training programs.  Internal or external training experiences in a service industry, call center environment preferred.  
Skills, Knowledge, & Abilities: 
  • Proficiency with Microsoft Word, Excel, PowerPoint; excellent interpersonal, verbal and written communication skills; strong presentation skills; demonstrated project management skills with the ability to manage multiple projects; able to objectively quantify performance against standards and models, identify performance gaps, develop useful reports, determine root causes and take appropriate corrective action; able to coach others and increase performance. Strong influencing and negotiation skills. Excellent training background with proven effectiveness.  Proven track record in building training programs and teams. An in-depth knowledge of training products and tools desirable. Demonstrated leadership skills.  Working knowledge of Microsoft Office Applications.  Demonstrated leadership skills; strong oral, written, presentation, and analytical skills at the management level.  Some travel may be required.

Just some of the great benefits we offer:
    • Attractive Base Pay
    • Performance Bonuses
    • Paid Training Program
    • Flexible Shift Scheduling
    • Promote-From-Within Policy
    • Employee Referral Bonuses


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