TRAINING AND QUALITY DIRECTOR (PASIG) — Transcom Worldwide (Philippines), Inc. — Pasig City
Assignment Summary: The Training and Quality Director is responsible for the creation, development and the enhancement of the training programs, as well as for the level of quality delivered by the various contact centres. He/She has a support function toward the operations. Description of Roles and Objectives: The primary objective is to provide the the Training Manager/s with the appropriate training programs, in line with the identified internal, external and client needs. In parallel, the goal is also to ensure that the defined Quality targets are achieved and exceeded and to propose, whenever needed, action plans and appropriate training to fill in the observed gaps. Responsibilities: Standardizes the best practises inside and outside the organisation. Evaluates the effectiveness of the training, its adherence to the client’s needs and expectations. Adjusts the training material and develops new tools in order to reach the defined quality levels. May have to deliver training from time to time. Works closely with the Country HR Manager in order to establish annual and multi annual training programs, and to define the training strategy around the middle management functions. Communicates with the TQMs of the country and the other country TQM, RTQM and BI, passing on organisation information on training needs, tools (existing and new), procedures, minutes, material, escalation etc. Actively participates in the TQM activities at an organisation level, attending conferences, participating in workgroups, and collecting and spreading information. Organises with the TQM of the country conference call/meeting only based on needs. As a point of escalation, he/she provides support on TQM training, implementation and usage of tools, procedure, any material, templates (existing and new), systems (QC, Nice etc…) and may have to act as a consultant on ad hoc issue on how to fix them. Client escalation point for all quality issues and is responsible for coordinating improvement action plans. Responsible for supervising that quality controls are properly done and for guaranteeing that all standard processes both for quality/training/knowledge management are correctly followed in all sites within the country. Ensures that the management of overflow partners is properly done by persons in charge and that TWW training and quality standards are also applied to them. To be successful in this role, you must: Have effective leadership skills, impacting on colleagues’ behaviour – including those that do not report directly to you. Have effective analytical skills to analyse results and make decisions based on facts and figures. Inspire other people to reach their full potential. Take ownership for quality, competence and commitment. Be highly flexible and welcome change/improvements Be highly motivated and prepared to work hard. Have high personal energy and enjoy a lively environment. Be self-motivated and commercially minded, which will allow you to translate and associate clients expectations with Transcom expertise and know how Enjoy/thrive on autonomy within the franchise framework and be results focused Be innovative within the franchise framework.
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