Process Training & Quality Coach

Tata Consultancy Services; Central Luzon; On-site; PHP 500,000 - 800,000; Full time

Job summary

Tata Consultancy Services in the Philippines is seeking a skilled training professional to design and deliver new hire and refresher programs, both virtual and onsite. You will develop plans aligned to SOPs and adult learning principles, and facilitate engaging, scenario-based training for diverse teams.

You will also coach team members, conduct knowledge checks, and monitor quality metrics while coordinating with management in regular reviews.

Qualifications

• Strong communication and English language proficiency.
• Ability to work independently and in a team.
• Excellent listening and critical thinking.
• Proficient in training/teaching and coaching.
• Strategic management and customer service oriented.
• Ability to analyze and improve processes.

Responsibilities

• Design new hire training, cross-skilling, and refresher programs.
• Create training plans aligned to SOPs and adult learning principles
• Facilitate Virtual & Onsite training
• Scenario-based and case-based training
• Knowledge checks and certification assessments
• Responsible for all Qualitative Metrics (Quality Scores, Compliance scores & Repeat errors)
• Weekly/Monthly/Quarterly reviews with management
• Call auditing, call monitoring, call calibration
• Provide coaching and mentoring to new and existing team members on an on-going basis.
• Ensure that team members are adhering to call quality standards and practices by conducting regular call monitoring checks
• Ensure that the team is adhering to the prescribed quality parameters
• To actively participate in providing feedback (positive and negative)
• Conduct team briefings and discussions on a regular basis
• Need to maintain all the Reports & MIS for the same.

Skills

Strong communication

English proficiency

Independent & team work

Critical listening

Training/teaching

Strategic management

Customer service

Decision making

Job description

Tata Consultancy Services in the Philippines is seeking a skilled training professional to design and deliver new hire and refresher programs, both virtual and onsite. You will develop plans aligned to SOPs and adult learning principles, and facilitate engaging, scenario-based training for diverse teams.

You will also coach team members, conduct knowledge checks, and monitor quality metrics while coordinating with management in regular reviews.