Assistant Quality Assurance Manager
Manila, National Capital Region
Posted yesterday
- Company:
- Neksjob
- Company Description:
- Job Description: We are seeking an experienced Training Manager to lead and oversee the development and implementation of both technical and non-technical training programs for our workforce. This role requires a highly skilled professional with a deep understanding of training strategies, curriculum development, and the ability to evaluate the effectiveness of training initiatives across various disciplines. As the Training Manager, you will be responsible for: Developing training curriculum/materials and selecting appropriate delivery mechanisms. Delivering training programs for both technical disciplines (e.g., finance function, accounting standards, and internal financial systems) and non-technical skills (e.g., communication, time management, and leadership development). Monitoring and evaluating the effectiveness of training to ensure continuous improvement. Overseeing and possibly selecting vendors to create content or deliver specialized training. Leading the development of new solutions for complex projects, processes, and activities. Coaching, mentoring, and providing guidance to team members while managing full employee lifecycle responsibilities. Implementing short to medium-term activities and ensuring they align with the department's strategic goals. Ensuring that policies, processes, and standards are created and followed to support the tactical direction of the department. Key Responsibilities: Design, develop, and deliver specialized training programs to address discipline-specific and general workplace skills. Lead and manage a team of Specialists in various training functions, with full employee lifecycle responsibility. Evaluate the effectiveness of training programs and make necessary adjustments to improve learning outcomes. Serve as the final decision-maker on training content, delivery methods, and vendor selection. Develop strategies to address gaps in employee skills, performance, and knowledge. Ensure training programs align with company objectives and the evolving needs of the business. Qualifications: Proven experience as a specialist in a specific discipline, with a strong understanding of related disciplines. Demonstrated ability to drive the development of training solutions for complex projects and programs. Experience in managing and mentoring a team of specialists with varying levels of experience. Strong decision-making capabilities with the ability to take initiative and lead the implementation of tactical direction. Experience in developing both technical and non-technical training programs for diverse audiences. Familiarity with using various learning management systems (LMS) and training software. Skills & Attributes: Excellent communication and interpersonal skills. Strong leadership abilities with a coaching mindset. Ability to manage multiple projects and prioritize tasks effectively. Detail-oriented with the ability to assess and improve training effectiveness.
- Contract Type:
- Full Time
- Experience Required:
- 1 year
- Education Level:
- Bachelor’s Degree
- Number of vacancies:
- 100
Job Description
The Assistant Quality Assurance Manager is responsible for overseeing the quality of inbound and outbound customer interactions, including telephone calls, emails, and chats, ensuring accuracy and adherence to quality standards. This role involves documenting quality issues, tracking performance metrics, and providing feedback to support training and development. The position also leads quality assurance projects, guides team members, and contributes to the development of policies, processes, and standards.
Key Responsibilities:
Monitor and evaluate the quality of customer interactions across multiple channels, including telephone, email, and chat, ensuring compliance with established quality standards.
Document performance issues and quality metrics for management review.
Provide actionable feedback and contribute to the formal coaching and training of team members.
Lead and participate in the development of new quality assurance projects and initiatives.
Share best practices and offer guidance to team members to enhance performance and adherence to quality standards.
Serve as the primary point of contact for complex quality assurance matters, offering solutions and support as needed.
Coordinate daily operations and oversee the implementation of short- to medium-term activities within the quality assurance team.
Contribute to the development and refinement of policies, processes, and standards related to quality assurance.
Manage a mixed team of Specialists and Support staff, ensuring their professional development and alignment with departmental goals.
Qualifications:
Advanced knowledge and experience in quality assurance, with a strong understanding of customer service standards.
Proven ability to lead and participate in the development of new solutions and quality assurance projects.
Strong capability to provide guidance, share best practices, and manage team performance.
Experience in coordinating and overseeing daily operations within a team.
Ability to contribute to and make decisions regarding policy, process, and standard development.
Experience managing a mixed team of Specialists and Support staff, with full responsibility for their professional growth and performance management.
Excellent communication, leadership, and problem-solving skills.
Ability to work onsite with a shifting schedule.
