Training and Quality Manager

Accenture Boni


Cybergate Street, Mandaluyong City, Metro Manila, Philippines

20 Openings

> 7 yr


Basic Salary : 100000/Month

Total Guaranteed Allowance : Confidential

Job Pitch

Go through a faster and more convenient recruitment process today and be part of one of the biggest and most stable organizations in the world!

Job Description

Duties and Responsibilities: •Implement clear overall quality strategy with scalable process / tools/ systems that allow resource efficient monitoring of decision accuracy and align to client contract agreement. •Assess quality issues, conduct root cause analysis, recommend insights, develops improvement plans, and collaborates with operations team to improve quality performance. •Closely coordinates with clients on implementing new hire training amendments, policy updates, continuous educational trainings and upskilling of tenured production employees. •Owns and holds accountable on ensuring knowledge base is up to date and employees are aware on changes through knowledge alignment, touch points, and process knowledge tests. •Project manage improvement capabilities, change implementation, measures timeliness of implementation and ensures employee knowledge application on their day to day activities. •Identify potential risks or issues with project implementations, and proactively drive communication with internal and external stakeholders during projects. •Serves as point of contact that support analysis on business performance to drive operational change around core operations, strategic initiatives, change management and adoption of new processes. •Proactively drives operational excellence through identifying opportunities, recommend improvements, and implement training changes. Qualifications: •Bachelor's Degree holder, but also open to undergraduates with strong related experience •Must have at least 12 years overall experience in Quality and Training Management under BPO industry •Must have at least 5 years of experience in Management role •Manages 30- 50 Training and Quality support at a scale of 500 - 1000 employees

Skill Required

  • Positive Attitude
  • Empathetic to Customers
  • Attention to Detail
  • Open to Flexible Schedules
  • Calm Under Pressure
  • Analytical Skills
  • Problem Solving Skills
  • Creative Thinker

Qualification Required

  • College Graduate

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