Posted On: Jul 5, 2024

Location: Cebu City, Cebu, PH

Company: Qualfon

Job Summary

Main objectives and duties:

1. Development of training evaluation tools and/or documents

  • Reviews, develops/modifies, and implements standard training materials including presentations, handouts, manuals, monitoring/evaluation tool and other resource materials
  • Assists the training manager in establishing training KPI
  • Monitors and advises on training management system
  • Performs and publishes data and reports related to account performance against set indicators

2. Staff Performance Monitoring and Development

  • Initiates performance improvement schemes and enhances the skill of training team by conducting trainings, staff monitoring, coaching and counseling.
  • Reviews t trainers’ output to ensure data integrity
  • Manages staff attendance
  • Delegates training tasks.

3. Training Needs Identification

  • Reviews and provides resolution on challenges encountered during training and nesting
  • Coordinates with the QA Coordinator to gather information regarding unsatisfactory customer service or call handling practices 
  • Identifies best practices in developing and educating agents and coordinates with the training manager for the consistent deployment of best practices
  • Develops a library for both technical and soft skills training modules and curriculums
  • Manages appropriate resources to address training needs

4. Training Logistics

  • Ensures that training supervisors manages the distribution, use and tracking of all training materials in the center.

5. Performance Report Generation

  • Consolidate special skills and training reports and updates the training manager
  • Reviews post training evaluations and coordinates with the team to resolve all issues reflected in them.
  • Submits all reports that may be required by the training manager and operations manager in a timely manner

6. Planning and Scheduling

  • Develops a calendar that details the type of training offered and delivered
  • Maintains a place that is conducive to learning
  • Plans ahead the trainings through the utilization of training calendar
  • Coordinates with other department or business owners for the trainings to be conducted and its matrix

Area of expertise (Skills)

College Graduate of any course with at least 2-4 years management and training experience

Other Skills and Experiences (Min)

  • Able to use company resources/technology in a cost-effective manner
  • Excellent in MS Office 
  • Able to use company resources/technology in a cost-effective manner
  • Able to collaborate with people to address  issues