Fortexe Consulting Inc.

US Trainer | Bacolod  

Fortexe Consulting Inc.

  • Bacolod, Philippines
    Bacolod, Lanao del Norte, Philippines
    Bacolod
    Northern Mindanao
    Philippines
    Philippines
  • Full timeFULL_TIME

Expired 7 years ago

2017-06-30T16:00:00+00:00
Job closed.

Job Description

Development and delivery of Knowledge Management, along with the planning, delivery and evaluation of the related product training.


Communication

  • Perform regular transaction monitoring and calibration sessions as agreed.
  • Support TLs in setting improvement programs and action plans for CSRs.
  • Work with TLs to ensure up-to-date and accurate information is online and in a user friendly format for users.
  • Report quality scoring internally/externally at agreed frequencies (upon requests).
  • Escalate quality deficiencies to Training & Quality Manager.
  • Escalate when there are questions on product or online content.
  • Attend internal local meeting (staff or with other departments).
  • Keep high level of own expertise, taking initiative to understand.
  • Gather up-to-date information and integrating feedback into the best practices.
  • Handle escalations.


Knowledge Management

  • Collect product information from the client, TQM, client services, etc.
  • Spread product knowledge to operations.
  • Update existing procedures.
  • Participate to creation of new procedures, routines etc.
  • Update knowledge management database.
  • Test procedure in production and suggest enhancement.
  • Collect and assess feedback and taking actions accordingly.
  • Analyze the usage of Knowledge Management database and taking actions accordingly.
  • Review and update online course content.


Training

  • Follow training and development guidelines as defined by the company.
  • Plan training (under TQM supervision).
  • Develop and ensure the proper creation of product training materials.
  • Deliver training (refreshers, new projects, new products etc) to all agents as required, following standard Transcom development plan and supported by Product Supervisor.
  • Create material for online courses used in training Trainers
  • Train the Team Leaders following the Transcom Train-the-Trainer module, and ensuring the principles taught are being applied by Team Leaders in training units that they conduct.
  • Ensure update and accuracy of product training materials.
  • Collect information related to product knowledge and developing training modules.
  • Use the Scheduler for scheduling training units.
  • Update the intranet, courses, ETAs, and guides
  • Deliver product training as required, following Transcom standard.
  • Evaluate training/online training and it effectiveness.
  • Set up and implement training follow-ups after all training is completed.
  • Work with Trainers and Client Services to create tests for each online course, ETA, and monthly NuSkill Assessments.
  • Create and correct product test.
  • Participate in the analysis of the product test results.
  • Identify “training request” to maintain quality level, through the range of training and the quantity of delivery.
  • Continuously review procedures and implementing improvements with feedback to TQM Governance.
    • Smooth transition to quality improvement.

Quality

  • Calibrate with TQM, Team Leaders, Business Managers, and clients at regular intervals, monitoring transactions, analyzing transaction, and monitoring results.
  • Define and design action plans for quality improvement together with TQM, clients, Team Leaders, and Business Managers.
  • Ensure through follow-up that action plan objectives have been met, feedback quality and performances results, coaching, follow up, and consequence (PDP, action plan).
  • Use the Group Report, if needed, as an extended means to review performance of the team/agents.
  • Understand and support clients and company needs and requirements for Quality Improvement.
  • Attend specific product meetings with clients as required, or any other external local meeting (e.g. overflow).
  • Use Quality Centre (scoring sheet, volume, report etc.).

Minimum Qualifications

  • At least a Vocational Diploma / Short Course Certificate in any field.
  • Preferably Assistant Manager / Manager specializing in Training & Development or its equivalent.
  • At least 2 years of experience as a Trainer in a BPO setting.
  • Must be American.
  • Willling to be based in Bacolod.

Jobs Summary

Job Level
Entry Level / Junior, Apprentice
Job Category
Education and Training
Educational Requirement
Bachelor's degree graduate
Office Address
Bacolod, Lanao del Norte, Philippines
Industry
Human Resources / HR
Vacancy
1 opening
Website
http://fortexconsult.com/

Feel secure when applying: look for the verified icon and always do your research on a company. Avoid and report situations when employers require payment or work without compensation as part of their application process.

About Fortexe Consulting Inc.

Fortexe Consulting Inc. is an industry leader in providing world class, talent-based career services for job candidates and client organizations alike. We are committed to offering the very best opportunities both National and International, which means our services are truly well suited for your every need. Based in Frankfurt, Germany, Fortexe Consulting is an established company formed in London, UK with a demonstrated track record in providing job candidates and client organizations the best access to the right opportunities in a wide variety of fields, professions, and disciplines. From Engineering to Finance to IT and more, we understand the key role that talent plays in achieving market dominance. Our goal is simple. We are dedicated to connecting job candidates and client organizations with the right opportunities, the right positions, and the right skills to ensure long term success. In these turbulent times, doesn’t it make sense to put Fortexe Consulting to work for you?

People also applied to

  1. Home

Other Recommended Jobs

Apply jobs in

Job Categories:

Related to your search: