Training Supervisor - Iloilo  

Responsibilities:

• Development and delivery of Knowledge Management, along with the planning, delivery, and evaluations of the related product training.
• Communication
• Performing regular transaction monitoring and calibration sessions as agreed.
• Supporting TL's in setting improvement programs and action plans for CSR's.
• Working with TL's to ensure up-to-date and accurate information is online and in a user friendly format for users.
• Reporting quality scoring internally/externally at agreed frequencies (upon request).
• Escalating quality deficiencies to Training and Quality Manager
• Escalating when there are questions on product or online content.
• Attending internal and local meeting (staff or with other departments).
• Keeping high level of own expertise, taking initiative to understand.
• Gathering up-to-date information and integrating feedback into the best practices.
• Handle escalations

Knowledge Management

• Collecting product information from the client, TQM, client services, etc.
• Spreading product knowledge to the operations.
• Updating existing procedures.
• Participating to creation of new procedures, routine, etc.
• Updating knowledge management database.
• Testing procedure in production and suggest enhancement.
• Collecting and assessing feedback and taking actions accordingly.
• Analysing the usage of Knowledge Management database and taking actions accordingly.
• Reviewing and updating online course content.

Training

• Following training and development guidelines as defined by the company.
• Planning training (under TQM supervision).
• Developing and ensuring the proper creation of product training materials.
• Delivering training (refreshers, new projects, new products, etc.) to all agents as required, following standard Transcom development plan and supported by Product Supervisor.
• Creating material for online courses used in training Trainers
• Training 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.
• Ensuring update and accuracy of product training materials.
• Collecting information related to product knowledge and developing training modules. Using the Scheduler for scheduling training units.
• Updating the intranet, courses, ETAs, and guides.
• Delivering product training as required, following Transcom standard.
• Evaluating training / online training and its effectiveness.
• Setting up and implementing training follow-ups after all training is completed.
• Working with Trainers and Client Services to create tests for each online course, ETA, and monthly NuSkill Assessments.
• Creating and correcting product test.
• Participating to the analysis of the product test results.
• Identifying "training request" to maintain quality level, through the range of training and quantity of delivery.
• Continuously reviewing procedures and implementing improvements with feedback to TQM Governance. Smooth transition to quality improvement.

Quality:

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

• Candidate must possess at least a Bachelor's/College Degree, any field.
• At least 1 year(s) of working experience in the related field is required for this position.
• Applicants must be willing to work in Iloilo City.
• Preferably 1-4 Yrs. Experienced Employees specializing in Customer Service or equivalent.
• Full-Time position(s) available.