Sr. Manager, Training and Quality for Quezon City

Candidate Profile

• Must have at least 1 year experience as a Sr. Manager, Training \& Quality
• Must be willing to work onsite in UP Technohub
• Effective communication skills, both written and verbal
• Proficient in Microsoft Office
• Ability to multi-task and meet timelines on deliverables
• Experience in handling healthcare program

What's in it for you

• Day 1 HMO
• Competitive Compensation
• Career Growth

Essential Functions/Core Responsibilities

• Monitors, evaluates and/or audits a sampling of inbound and/or outbound calls and other contact methods including chat and emai
• Reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners
• Participates in calibration sessions/call listening sessions with Quality Leadership staff, Operations, Program Management and clients to ensure scoring consistency and best practice
• Participates in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend change
• Maintains strong program knowledge base; basic understanding of client products, services and/or program strategie
• Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners
• Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated
• Contribute to maintaining forms and legends document
• Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goal