Role Title: Training & Quality Director
Industry: BPO
You will be responsible for leading, developing and leading all aspects of Call Quality and will own the execution of the training and call monitoring plans and policies for the site.
Key Responsibilities:
- Formulate, oversee, and evaluate overall training programs.
- Review training evaluation and training reports to identify systemic problems and trends.
- Develop and prepare domain upskilling programs for Team leaders and management group
- Set up functional structure for new deals and support transition team by evaluating and providing training and CQ support
- Respond to RFI on Training and CQ questions
Key Qualifications
- Previous experience in a related role or experience
- Excellent knowledge of Contact Center Operations
- Working knowledge of contact center metrics and QA policies and procedures Highly proficient on training methodologies
Job Type: Full-time
Pay: Php200,000.00 - Php350,000.00 per month
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