- Update and ensure that training materials and resources are up-to-date
- He/She will analyze inbound/outbound calls, chat and email interactions, present findings to our leadership team and identify training needs
- Overall point of contact in terms of Training and Quality Data gathering and Analysis
- Prepare reports for leadership team/key stakeholders regarding trends in associate performance and opportunities for process or training improvements
- Participate in root cause analysis (RCA) of qualitative and quantitative data regarding individual and Department-Wide performance
- Utilize a quality scoring tool to log insights and provide product feedback to improve the tool
- Assist in training and mentoring other QA analysts as needed
- Participate in regular meetings for calibration and coaching strategy
- Develop insights and recommendations from analysis of quality audits
- Keep up to date on all necessary processes, products, and policies impacting the operation
- Provide coaching and feedback to Training and Quality Specialist on how to improve facilitation of training classes
- Build and maintain the Training Program
- Ensure trainees have all of the resources they need to be successful, including documented processes and adequate training materials
- Plan training sessions and accurately reinforce essential knowledge, skills, and processes
- Create a welcoming and encouraging environment for learners to ask questions and actively engage in the learning process
- Break down complex information and demonstrate adaptability and agility in training approach in response to differences in learnerâs style and ability
- Evaluate the learnersâ skill level and knowledge gaps and communicate training progress to their managers/supervisors/team leaders
- Evaluate training program effectiveness through assessments, surveys, and feedback, analyze the results to suggest modifications to the training materials/approach
- Work closely with the leadership team to ensure alignment between training initiatives and operational needs
- Preferebly College Graduate â Bachelorâs degree or minimum of second year college level completed
- Minimum four (4) years experience as a Team Leader is required
- One (1) year experience as a Trainer or Learning Specialist or Quality Analyst/Specialist is preferred
- Online Gaming Industry/Casino experience will be an advantage
- Background in Data Analysis, Data Analytics, Six Sigma/Process improvement in the service industry is highly preferred
- Strong Knowledge of Contact Center Operations
- Knowledgeable in quality analysis and data driven individual
- Strong understanding of the Gaming Industry
- Above Average Written and Verbal Communication skills in both English and Tagalog
- Proficient to Expert level in using Microsoft Excel
- Fundamental understanding and ability to apply adult learning principles
- Excellent understanding of Customer Experience and Customer Support best practices
- Ability to identify trends and root causes of these trends
- Previous quality monitoring experience
- Previous Business Process Improvement experience
- Work experience in a startup environment
- Willing and able to work on shifting schedule to support 24/7 operations
- Willing and able to work on holidays
- Willing to work on-site/in-office daily
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Training and Quality Team Leader - Taguig, Philippines, Pilipinas - DigiPlus Interactive Corp
Paglalarawan
DigiPlus Interactive Corp. (formerly known as Leisure and Resorts World Corporation) is a publicly listed company (PSE: PLUS). With over 20 years of expertise under its belt, DigiPlus ushered its unbeatable dominance in the Philippine retail gaming market by forging an empire of world-class multi-gaming platforms strategically located through a robust distribution network in prime locations across the country.
Main Duties and Responsibilities:
Qualifications: