Training & Quality Manager
WEBHELP
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Undisclosed
Intermark Tower
Full-Time
Job Description
- Identify and assess future and current training needs through job analysis, career paths, annual performance appraisals and consultation with line managers
- Draw an overall or individualized training and development plan that addresses needs and expectations
- Deploy a wide variety of training methods
- Conduct effective induction and orientation sessions
- Monitor and evaluate training program’s effectiveness, success and ROI periodically and report on them
- Manage training budget
- Provide opportunities for ongoing development
- Resolve any specific problems and tailor training programs as necessary
- Design of call monitoring formats and quality standards
- COPC Or Six Sigma certified or Experienced implementing Training & Quality related processes.
- Able to provide thought leadership in the training, content development and quality assurance space with knowledge in curriculum design, content delivery methods, learning principles, etc
- Strong analytical and problem-solving skills - you enjoy digging into data and deriving insights and can coach others to do the same
- Thrives in a faced-paced environment with constant change and a rapidly growing team; is able to make measured, objective, data-driven decisions on a daily basis
- Proficiency in Learning Management Systems (LMS)
Job Requirements
- Min. 7 years of progressive experience in training development, adult learning and quality assurance.
- Degree in Human Resources or relevant field/exp
- Preference if from BPO industry
Company Benefits
Training Provided
We care about employee performance and productivity, thus training are provided to enhance and improve the skills.
Medical Insurance
We have our own panel to cover for medical insurance.
KPI Incentives
Each program has KPIs that measure engagement, achievement. We gave the incentives to enhance the performance.
Recognition
At Webhelp we give each other the recognition we deserve.We recognise, understand and celebrate this every day.
Integrity
Whether we are dealing with our clients or with each other, we do things in a fair and positive way.
Think Human
People are the foundation of what we do – there is no Webhelp without the talent and energy of our Webhelpers!
Additional Info
Experience Level
4 - 7 Years of Experience
Job Specialisation
Clerical, Administrative & Secretarial, HR Operations (Payroll, Admin, Office Management), Talent Acquisition / Recruitment
Company Profile
WEBHELP
Through evolution and acquisition, today Webhelp is a 50,000 people-strong global leader in business process outsourcing (BPO). We continue to specialise in customer experience but our capabilities extend across voice, social and digital channels. Our outsourced services have also expanded to include payment management, sales and marketing services.
We engineer customer experiences on behalf of some of the world’s most progressive brands and through our transformational outsourcing proposition we can drive performance improvement, deliver a real and lasting transformation in clients’ operating models and deliver material financial advantage. Our ability to deliver is powered by data and applied analytics, which play a vital role in our work as a digital company.
Today the business is still led by its two founders, and their entrepreneurial spirit is woven deeply into the fabric of our culture. With a mission to “push the limits of customer experience and business process optimisation,” people are empowered and encouraged to push the boundaries.
Since its inception, Webhelp has grown significantly with more than 500 partners being served by our global teams which cross 35 countries and more than 140 customer experience hubs. In the last four years alone, our revenues have grown by more than 250%. We achieved this by investing in our people and the environment they work in, and developing the analytical and operating capability to deliver truly transformational outsourcing with solutions which meet the challenges of a now omni-channel world.
