The Training & Quality Supervisor is responsible for leading a team of Quality Analysts and Training Specialists. The Supervisor coaches team members to support improvement of operational performance and oversees the administrative needs of the team while ensuring expectations are understood and met through ongoing communication with internal partners.

PRIMARY FUNCTIONS AND ESSENTIAL RESPONSIBILITIES:

• Lead a team of Quality Analysts and Training Specialists to support the C&DM operations in the Philippines.
• Guide QA team to deliver structured audit of processes across all work types, with actionable data and analysis to improve performance.
• Work with Operations Managers and Supervisors to improve performance based on audit reports and analysis.
• Identify opportunities for process improvements, and recommends changes as appropriate.
• Through coordination with Learning and Development Manager, plan training calendar to meet new hire training as well as refresher training requests.
• Coordinate and manage logistics related to training sessions, including scheduling materials preparation and communication with participants
• Work with department training committees to redesign and manage training programs
• Gather and provide feedback from new hires and employees to improve instructional design program
• Partner with SMEs to identify and/or develop content and design training material if needed. Recommend appropriate solutions and delivery methods to optimize knowledge transfer
• Partner with the US training partners to align department training strategies
• Maintain internal management systems including input and maintenance of courses, information, monitoring registrations and reporting
• Develop the facilitation skills of trainers
• Coaching: Recognize positive results, provide constructive and useful feedback for optimal performance
• Strong proficiency in analyzing data insights to make informed evidence based decision
• Monitor and measure the effectiveness of training programs and ensure operational efficiency through standardized frameworks, tools and best practices. Provide proactive solutions based on data from quality assurance initiatives. Stay ahead of trends and ensure that processes are meaningful and impactful
• Partner with Human Resources regarding some aspects of staffing, evaluating performance and staff development.
• Other responsibilities include timekeeping, and leave requests.
• Act as a subject matter expert (SME) and “go-to” technical and systems resource for team members.
• Foster and support a culture of teamwork to build employee commitment and enthusiasm for the success of the team and the business.
• Build relationship with peers to develop cross functional knowledge base and share best practices.
• Perform other duties as assigned from time to time.

QUALIFICATIONS

Education/Certification/ Knowledge:

• Requires a high school diploma or its equivalent.
• Bachelor's degree preferred or equivalent work experience.

Experience:

• 2-3 years supervisory experience
• 3-5 years Quality/Training experience within comparable setting

Skills/Abilities:

• Critical thinking and problem solving skills.
• Must be detail oriented and have the ability to organize and prioritize multiple tasks and workflow.
• Excellent time management and organizational skills.
• Must have strong computer skills, including intermediate level aptitude in Word, Excel, Access, Outlook, and Internet.
• Excellent communication (written and oral) and interpersonal skills.
• Ability to manage expectations with employees and clients.
• Demonstrates the ability to voice concerns with management and executives.
• Must demonstrate strong leadership principles.
• Ability to adapt to and lead change.

WORK ENVIRONMENT

• Standard office hours will be split between day and swing shifts.
• Performing duties and attending events during off work hours and on the weekend occurs rarely but may be required.
• Incumbent may be exposed to frequent noise caused by telephones, office machines, and nearby oral communications among fellow employees.

Please refer to job description.