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Location: Angeles, Pampanga
Work Set up: Working in Office
Job Description
Design new hire training, cross-skilling, and refresher programs
Create training plans aligned to bank SOPs, Adult learning principles
Facilitate Virtual & Onsite training
Scenario-based and case-based training
Knowledge checks and certification assessment
Responsible for all Qualitative Metrics (Quality Scores, Complaince scores & Repeat errors)
Weekly/Monthly/Quarterly reviews with management
Call Auditing, Call monitoring, Call calibration.
Provide coaching and mentoring to new and existing team members on an on-going basis.
Ensure that team members are adhering to call quality standards and practices by conducting regular call monitoring checks
Ensure that the team is adhering to the prescribed quality parameters
To actively participate in providing feedback (positive and negative)
Conduct team briefings and discussions on a regular basis
Need to maintain all the Reports & MIS for the same.
Person Specification
• Strong communication skills.Language proficiency in English
• Ability to work independently and within a team environment
• Critical listening and thinking skills
• Training/teaching skills
• Strategic management skills
• Negotiation skills/experience
• Time management skills
• Customer service oriented
• Decision making/problem solving skills
