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ISTA

Director of Operational Excellence, Training and Quality (BPO)

Full-time

Makati, Metro Manila

Information Technology

9 months ago

ISTA Solutions, an outsourcing/offshoring company, is in search of an experienced DIRECTOR FOR OPEX, TRAINING AND QUALITY to join our rapidly expandin.....

ISTA Solutions, an outsourcing/offshoring company, is in search of an experienced DIRECTOR FOR OPEX, TRAINING AND QUALITY to join our rapidly expanding team. As a member of our team, you will have the opportunity to work with highly skilled professionals, who prioritize employee satisfaction and work-life balance. At ISTA Solutions, we pride ourselves on creating a culture focused on long-term success and life-long learning. We're looking for a team player who is ready to contribute to our mission, just like you!

Roles and Responsibilities:

· Implement and maintain a culture of continuous improvement throughout the organization.
· Develop and implement training programs to ensure successful adoption of new processes.
· Communicate and interact effectively and develop credibility and trusted mutually respected relationships with clients, agents, leaders, and team members
· Developing and implementing quality assurance policies and procedures to ensure all BPO services meet or exceed the quality standards required by the clients.
· Supervise a team of Quality Analysts in conducting quality inspections, audits and checks.
· Design, develop, and deliver training programs that address both new employee onboarding and ongoing skill development.
· Conducts analysis on training implementations and is responsible for identifying trends, determine root cause, present findings both internally and externally and lead corrective action plans.
· Developing training deliverables and programs based on audit results, questionnaires, surveys, changing procedures and feedback from agents, SMEs, Leaders, and trainers.
· To work closely with various departments to identify opportunities for collaboration and process improvement.
· Prepare and present reports to clients, highlighting achievements, challenges, and areas for improvement.
· Establish and monitor key performance indicators (KPIs) related to quality assurance and training.

Prior experience on a Senior Manager or Director level position within Training and Quality
3+ years of experience managing the overall Training/QA process ideally for a BPO or similar company
Solid experience in BPO Operations, Operational Excellence, Training and Data analysis