The Training & Quality Analyst is responsible for leading the definition, implementation and integration of best-in-class training and quality methodology and framework in support of the various Business Unit Operations.
This position will work closely with the Business Unit's Operations team members to implement transactional audit, sampling methodologies, establish benchmarks, conduct Root Cause Analysis, identify process improvements, perform training delivery of technical processes and business skills, identify training needs and development opportunities and lead, or deliver training to remediate the needs and opportunities of Operations team members.
Accountabilities
- Deliver process, system, and business skills training to Operations.
- Spearhead and coordinate with all SMEs/Stakeholders the analysis, design, and development initiatives related to the new hire, refresher, and staff development training needs of Operations.
- Work with Operations to assess training needs.
- Provide floor support in operations.
- Send Daily Training Report to indicate topics covered, highlights, IT concerns and opportunities identified during training.
- Send Training Evaluation Survey after each completed training class.
- Facilitate User Acceptance Testing (UAT) prior to training and endorsement to operations to ensure that all systems training and live environment will be accessible to trainees.
- Facilitate and coordinate System Access Requests.
- Monitor the training program and ensure training gaps are addressed.
- Ensure that process updates are carried out.
- Keep training documents and process maps up to date.
- Map out new processes and cascade process changes.
- Complete required monthly audits on or before the deadline set for TQAs.
- Pass Trainer Certification for new products, systems, and processes.
- Provide weekly Training and Quality report which covers updates and help needed encountered during the week.
- Provide monthly Quality Business Review which also includes status updates, reports analysis and recommendations to address identified opportunities and Training plans.
- Conduct Monthly QA Talk to the teams being supported to address process gaps as a result of the QA findings and ensure key updates are cascaded properly.
- Establish quality model based on COPC framework and Six Sigma standards.
- Enhance the current Quality monitoring evaluation methodology, including forms, calibration, and feedback processes.
- Support and coordinate internal audits of quality and training records and methodology.
- Conceptualize quality initiatives and partner with operational leaders to ensure consistent and continuous improvement in the overall quality and productivity of operations.
- Drive Operational Excellence, Continuous Improvement, and Automation initiatives of process/products to enhance performance outcomes in Operations.
- Improve adoption of Intelligent QA by first line agents, promote integrated coaching leveraging QA dashboards, and utilize IQA insights to create SEED (Skills Enhancement and Employee Development).
- Drive a culture of self-paced learning using available resources/capabilities (i.e., AI, Easy Generator, Learning Management systems).
- Partner with Operations in delivering timely and relevant QA calibration, must have data-mining capabilities in QA.
- Perform other tasks/projects assigned by the immediate superior.
Qualifications
- Outstanding presentation skills (oral and written).
- Strong analytical, organizational, collaboration skills and attention to detail required
- Strong written and verbal communication and project management skills
- Experienced in coaching, motivating, coordinating and providing guidance to teams and/or individuals involved in servicing customer or content operations.
- Demonstrate problem solving and decision making ability within a competitive customer facing service operation/environment
- Excellent time management and prioritization skills
- Basic computer skills: MS Office Applications, Adobe Acrobat.
- Must have no corrective action for the past 12 months (1 year), no attendance and performance issues.
