Operational Service Excellence·Philippines (Hybrid)·
Training and Quality Manager (Hybrid)
Be part of an amazing journey and focus on what’s most important to us - our customers!
BrainCX is the next generation of Multilingual Contact Center Outsourcing and Digital Solutions. We provide reliable global resources, premium customer experience, and affordable digital transformation strategies. Our solutions are designed specifically with businesses' needs in mind and tailored towards enabling customers through their communication channel(s) of choice!
Roles and Responsibilities:
Identify and assess the training needs of the organization through job analysis, career paths and consultation with managers.
Develop individualized and group training programs that address specific business needs.
Develop training manuals that target tangible results.
Implement effective and purposeful training methods.
Effectively manage the training budget.
Draw an overall or individualized training and development plan that addresses needs and expectations
Deploy a wide variety of training methods
Conduct effective induction and orientation sessions
Monitor and evaluate the training program’s effectiveness, success and ROI periodically and report on them
Provide opportunities for ongoing development
Resolve any specific problems and tailor training programs as necessary
Maintain a keen understanding of training trends, developments, and best practices
Skills and Requirements:
Must have at least 5 years of experience in the contact center and/or customer service industry, with atleast 3 years overall experience in Quality and Training Management.
Track record in designing and executing successful training programs
Familiarity with traditional and modern training methods (mentoring, coaching, on-the-job or in-classroom training, e-learning, workshops, simulations, etc)
Excellent communication and leadership skills
Ability to plan, multi-task, and manage time effectively
Strong writing and record-keeping ability for reports and training manuals
Good computer and database skills
Degree in education or relevant field - preferred
Operational Service Excellence
Training and Quality Manager
Director of Training and Implementation