Job Description
Our Client:
Our client is a provider of outsourcing services including business process outsourcing (BPO). They are actively looking to hire a Global TQA Manager to join their team in Singapore.
The Responsibilities:
OPERATIONAL SKILLS
* Manage day-to-day operations of the Training team
* Conduct / organize train-the-trainer sessions
* Audit classroom training for both internal and external sessions to ensure consistent delivery of information across sites
* Develop and maintain training tools, including worksheets, templates, databases and reports
* Identifies and analyzes employee performance problems, determines on-going training needs, and implements solutions
* Collaborate with internal stakeholders and external resources to design and/ or deliver learning programs that address identified needs
* Handle enquiries pertaining Procedures from other teams and be able to give guidance / reply according to stipulated operation procedures and policies
* Tailor training and set schedules according to ongoing business needs
* Monitors and analyses quality parameters to generate necessary changes and solutions in coordination with customer service operations
* Develops, implements, and monitors the practice of quality procedures, standards and specifications to ensure compliance to company policies and standards
* Identifies opportunities of improvement for quality assurance workflows, processes and procedures
* Prepares regular management and technical reports, and provides suggestions for improvement based on data analysis and conducts monthly review sessions
* Oversee facilitation and effectiveness of customer service agent coaching methods and approaches
* Conducts process and product audits to confirm compliance with company policies in all activities related to Quality & Training
* Make independent operational decisions as necessary to align with department objectives and ensure the Manager is kept informed of such decisions before execution or roll-out
STRATEGIC SKILLS
* Interprets the strategic learning and development objectives of the business and translate into deliverables
* Designs, and manages blended learning solutions & learning interventions based on assessment outcomes and understanding of analysis
* Establishes evaluation and reporting learning adoption, learning effectiveness, course satisfaction, certification
* Develops training curriculum / pathways and customizes it to segments if needed incl. videos, training, exercises, gamification, evaluations
* Acts as Learning Subject Matter Experts in projects
* Delivers /facilitates training face to face or via Zoom
* Performs competitor analysis and suggests areas of improvement on internal and/or external processes
* Enhance or develop and maintain quality plans and Standard Operating Procedures (SOPs) for the QA initiatives, including program quality, service quality and data quality standards, quality scorecards, quality monitoring, performance coaching, performance metric assessment, lessons learned log, SOP management, data analytics, speech, and text analytics trending, reporting and continual improvement actions
* Maintain high service quality by collaborating with the Operations business owners to assess performance data and develop action plans to address findings and issues identified
* Interpret and promote knowledge management standards and guidelines and best practices as a channel to sustain good quality performance
The Requirements:
* Bachelor's Degree in a relevant field
* Minimum of 5+ years in Service Training/ Contact Centre training and Quality Assurance
* Excellent computer skills with MS Office and familiar with Google Suites
* Content / Knowledge Management know-how and familiarity with platforms is a plus
* Experience with digital content production and ability to apply UX concepts to graphic design, photo-editing, and video production is not mandatory but definitely an added advantage
Disclaimer: The Company complies with the Tripartite Guidelines on Fair Employment Practices (TGFEP), including the prevailing guidelines on recruitment. All qualified applicants will be considered for the position regardless of their age, race, religion, nationality, marital status, or family responsibilities. A more detailed discussion of the TGFEP is available on the Tripartite Alliance for Fair and Progressive Employment Practices (TAFEP) website at https://www.tal.sg/tafep.