Operations Associate - Training and Quality

Filinvest Development Corporation; Pasig; On-site; PHP 279,000 - 502,000; Full time

Job summary

A leading real estate development firm based in the Philippines is seeking an Operations Associate specializing in Training and Quality. The role involves facilitating training programs, conducting performance audits, and improving overall service quality. Ideal candidates possess strong analytical, communication, and organizational skills, along with a high sense of responsibility. This position offers the opportunity to contribute to training initiatives and enhance operational effectiveness.

Qualifications

• Ability to interpret technical data and processes.
• Familiarity with operational processes and policies.
• Competency in communicating assessment results clearly.

Responsibilities

• Facilitates training programs and conducts performance audits across operations.
• Collects and evaluates audit results and conducts coaching sessions.
• Prepares performance audit reports for supervisors and managers.
• Conducts knowledge alignment sessions to improve service quality.
• Conducts practical learning assessments with the Training and Quality Assurance Manager.
• Performs other duties as assigned by senior managers.

Skills

Strong analytical skills

Advanced Customer Service skills

Strong planning and organizational skills

Excellent written and oral communication skills

Strong attention to detail

Proven presentation/facilitation skills

Ability to function independently

Strong coordination skills

Coordination & scheduling

Written & verbal communication

Responsibility & urgency

Word proficiency

Tools

Microsoft Word

Job description

Operations Associate - Training and Quality

Pasig, Metro Manila, Philippines Filinvest Land Inc.

About the job Operations Associate - Training and Quality

Job Summary

The Operations Associate - Training & Quality is assigned to facilitate daily training programs, prepare and designs training materials, conducts side by side audits/coaching, conducts mystery shopper and blind audits, conducts the monthly assessments of new hires on the first 6 months, runs the operations recognition and engagement activities.

Duties and Responsibilities

1. Facilitates training programs and conducts and records performance audits across all Operations’ units with external customer interaction and across all service provision platforms (call, e-mail, face to face, chat) and request processors with the aid of established procedures and processes

2. Collects, compiles, reviews, evaluates, and records audit results and conducts regular coaching sessions

3. Prepares, communicates, and presents performance audit reports to supervisors and managers

4. Facilitates knowledge alignment sessions to associates and team leaders with the goal of improving service quality

5. Conducts practical learning assessments in coordination with the Training and Quality Assurance Manager

6. Performs other job-related duties as assigned by the Training and Quality Assurance and Special Accounts Manager, Senior Operations Manager – Bank Financing, Technical Training and Quality Assurance, Collection-Outbound, Operations Head.

Technical Competencies and Skills

• Strong analytical skills to be able to interpret technical data, processes, policies and transform these to palatable content
• Familiar with operational processes and policies
• Familiar with the various operational systems used by Frontline and Backroom Teams
• Can communicate assessment results clearly to individuals or groups of employees
• Able to function independently in a multi-tasking environment as well as part of a team
• Advanced Customer Service skills
• Strong planning and organizational skills
• Proven presentation/facilitation skills
• Excellent coordination, scheduling, and attention to detail.
• Strong written and oral communication skills
• High sense of responsibility and urgency
• Excellent computer skills (experience with Word)

Education, Trainings and Licenses Required

• Strong analytical skills to be able to interpret technical data, processes, policies and transform these to palatable content
• Familiar with operational processes and policies
• Familiar with the various operational systems used by Frontline and Backroom Teams
• Can communicate assessment results clearly to individuals or groups of employees
• Able to function independently in a multi-tasking environment as well as part of a team
• Advanced Customer Service skills
• Strong planning and organizational skills
• Proven presentation/facilitation skills
• Excellent coordination, scheduling, and attention to detail.
• Strong written and oral communication skills
• High sense of responsibility and urgency
• Excellent computer skills (experience with Word)