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Training Supervisor - Iloilo
Transcom


  • Job Posted Date : 2019-06-11 01:16:19
  • Job Reference : J123818

Job Information


  • Industry : Not Given
  • Job Position : Training Supervisor - Iloilo

job descriptions:


    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...),

Job synopsis


  • Salary : PHP
  • Years of Experience : 2 years or more experience
  • Work Location : Visayas | Region VI, Not Given
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  • Job Status: OPEN

Company Information


  • Company Address : Megaworld Boulevard, Mandurriao, Iloilo City, Iloilo, Philippines
  • Contacts : Not Given
  • Company Info : Transcom is a global customer experience specialist, providing customer care, sales, technical support and credit management services through our extensive network of contact centers. We are 30,000 customer experience specialists at 53 contact centers across 22 countries, delivering services in 33 languages to over 400 international brands in various industry verticals. Whether onshore, offshore or near shore, we are uniquely focused on delivering outstanding customer experiences, driving satisfaction, brand loyalty, and additional sales while also adding insights and value to our clients' business operations.
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