Commercial

Training and Quality Analyst

Associate Level   •   BGC, Taguig

Job Description

Responsible for the training and quality support of the Customer Service Department. Measures the quality of work and compliance of the teams thru monitoring and auditing tickets/errands. Handles New Hire training, recurrent training and up-skilling, driving process adherence and improvement. Delivers feedback as needed to ensure quality and continuous improvement is maintained. Provides daily/weekly/monthly reports for performance and trend analysis that is critical to the operational activities related to QA, process, and training.

Critical Accountabilities

  • Conduct regular ticket audits and provide results and feedback to Team Leaders for necessary coaching.
  • Develop a robust training plan for Customer Service
  • Facilitate training for new hires, refresher courses, training of new processes and conduct skills enhancement trainings for Customer Service.
  • Prepare and analyze performance data and reports against standards of quality and productivity.
  • Prepare, maintain and updates centralized reference materials (Knowledge Base) accessible to Customer Service Team
  • Ensure a strong focus on Customer Service competencies development and quality in order to delight customers.
  • Prepare, maintain and updates centralized reference materials (Knowledge Base) accessible to Customer Service Team
  • Take action in getting to know the specifics of the customer businesses and industries be speaking with customers and reading relevant background information
  • Act as back up to Team Leader

Qualifications

  • College graduate or equivalent experience
  • Minimum two years’ experience in training and quality in a Customer
  • Preferably with knowledge of the industry
  • Excellent verbal and written Communication Skills
  • Excellent knowledge on MS Office especially on PowerPoint Presentations
  • With good understanding of logistics industry
  • Effective Leadership and Training Skills
  • Strong People Management Skills

Please note that only shortlisted candidates will be notified for next steps. Rest assured that your application is kept in our active pool for reference.

Application Process

1 Resume Screening


2 Online/Phone Screening


3 Onsite assessment and interviews