Training & Quality Associate

Filinvest Business Services Corporation; Pasig; On-site; PHP 400,000 - 600,000; Full time

Job summary

A business services company is looking for an Operations Associate - Training & Quality in Metro Manila, Pasig. This role requires facilitating training programs, conducting performance audits, and preparing performance audit reports. The ideal candidate will engage in regular coaching sessions and collaborate with the Training and Quality Assurance team to enhance service quality. This is a key position for maintaining high operational standards within the organization.

Responsibilities

• Facilitates training programs and conducts performance audits.
• Collects and evaluates audit results, conducts coaching.
• Prepares and presents performance audit reports.
• Facilitates knowledge alignment sessions to associates and team leaders with the goal of improving service quality.
• Conducts practical learning assessments in coordination with the Training and Quality Assurance Manager.
• 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.

Job description

Job Description

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.