Account Trainer & Quality Analyst (RPO, Eastwood QC, Night Shift)
Quezon City (Eastern Manila District) Bachelor's Degree Design / Civil engineering / Industrial engineering
Job description
The Account Trainer and Quality Analyst is primarily responsible for the management of learning requirements and monitor the quality of work for the client. He/She ensures that identified resources are informed, enrolled, and completing all required trainings required of them. In addition, all knowledge and capability building activities are planned, implemented and evaluated. He/she is a catalyst for process improvement and continuous development. He/She monitors, evaluates and documents practitioners performance, review processes and provides feedback to ensure client goals and expectations are met.
· Learning Consultant
· Acts as a learning business partner to frontline for all L&K and L&D training programs
· Acts as a Subject Matter Expert for the account
· Establishes and maintains relationships with the account team and L&K team
· Coordinates with the L&K team for any training needs/ initiatives needed by the account
· Learning Facilitation
· Facilitate New Hire Onboarding Training to new hires from the account covering the following topics: (Global English and Culture Orientation Training, Written Communication and Introduction to BPO and T&E (not limited)
· Facilitate process specific training (team specific and tools) for the client
· Facilitate Refresher Trainings based on the results of the Training Needs Analysis conducted for the client.
· Discuss training needs analysis results in huddles
· Conduct Monthly Knowledge checks for new process updates and Information Alerts
· Analyzes the results of the monthly knowledge checks and prescribes action plans to close gaps and/or addresses issues found
· Training Needs Analysis
· Identify training opportunities for the account resources based on quantitative results (SLA, monthly knowledge check, quality audit results) and qualitative feedback (coaching results, root cause analysis, client/management recommendations)
· Continuously seek out areas for improvement to support the Continuous Improvement Programs within the account
· Analyze performance and quality/feedback reports and identify any training intervention necessary
· Training Content Design and Materials Development
· Design programs that will address skill/knowledge gaps.
· Design programs which will address additional processes in scope or process updates within the account
· Training Administration
· Monitor and track training completion.
· Handle training registration, enrollment, inquiries, scheduling and course confirmations.
· Consolidate training attendance, assessment scores, and provide reports to Managers and Process Leads.
· Connect with onboarding team for Start@IBM schedules, tracking and completion if necessary.
· Quality Analyst
· Monitors practitioners' performance daily by evaluating transactions based on IBM's and client's goals and expectations.
· Provides feedback to practitioners on quality of service to ensure proper procedures, and compliance expectations are being followed and met.
· Generates regular evaluation reports and daily communication forms to update process Leaders, practitioners and management. Follows up on any action plans to problems /issues documented in the reports.
· Attends and participates in meetings with process owners and managers to review monitoring and evaluation tasks.
· Attends and participates internal account calibration sessions to ensure consistency in scoring evaluations.
· Investigates and reports complaints, challenges, obstacles or questions to appropriate groups.
· Maintains practitioners evaluation/audit files, at a defined retention period, to ensure accurate and consistent documentation is kept for dissemination to other groups and for audit purposes.
· Capture a significant amount of data which will be constantly analysed and reported on to determine if trends are occuring that may need indicate a need for action.
Resource may also perform additional administrative tasks as necessary specifically for the Learning Administration service line.
Auto req ID
213229BR
Required Education
Bachelor's Degree
Role ( Job Role )
Recruitment Professional
State / Province
NATIONAL CAPITAL REGION (MANILA)
Primary job category
Human Resources
Company
(0856) IBM Business Services
Contract type
Regular
Employment Type
Full-Time
ERBP
Yes
Is this role a commissionable/sales incentive based position?
No
Travel Required
No Travel
IBM Business Group
GBS
Preferred Education
Bachelor's Degree
City / Township / Village
QUEZON CITY
EO Statement
IBM is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
Required Technical and Professional Expertise
Bachelor's degree
At least two (2) years work experience in recruitment within the BPO industry
Use of MS Office (Word, Excel, PowerPoint, Visio, Outlook)
Experience with Success Factors, VirtualEdge, HireRight, eQuest, SAP, Oracle, PeopleSoft, and similar recruitment technology
Understanding of the full end-to-end recruitment and hiring life cycle, including sourcing, applicant tracking, placement and onboarding
Experience in matching candidate qualifications/experience with job requirements
Use of recruitment technologies and practice of recruitment processes
Experience in Training / Learning & Development
Skill-keywords
RPO
Country/Region
Philippines
Preferred Technical and Professional Experience
Three or more years of work experience in recruitment within the BPO industry
Execution of hiring plans and strategies
Monitoring of individual and/or group performance against Key Performance Indications (KPIs) and Service Level Agreements (SLAs)
US geography, culture, government laws and employment requirements
Experience in operational metrics reporting and data analysis
Experience in Training / Learning & Development
Secondary Job Category
Other Human Resources
Eligibility Requirements
None
Position Type
Early Professional
New Collar Role
No