Master Trainer for Visayas

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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...),

Requirements

  • At least 1 year(s) of working experience in the related field is required for this position.
  • Candidate must possess at least a Bachelor's/College Degree on any course.
  • Preferably Senior Executive / Supervisor specializing in BPO/Call Center or equivalent.

Additional Requirements

Qualifications:

  • 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.

Additional Information

  • Location: Iloilo City, Western Visayas.
  • Full Time position(s) are available.
  • Number of vacancies: 1.

Transcom is a global employer in an industry that depends on strong, resourceful, talented people. We are a results-focused company. Your progress will be determined by your talent and your contribution to the success of your team and our business.

In return for commitment, hard work and talent, we offer competitive salaries and benefits, high-quality training and opportunities to forge a career in a progressive, client-focused business.

Our goal is that every employee becomes their own best motivator, and that management's role in this area is to foster a culture of motivation that is effective in the long term.