Training and Quality Staff

Job Description:

We are currently seeking a highly skilled Training and Quality Staff to join our team. This position will play a crucial role in supporting and developing our Quality and Training team. If you have experience and deep knowledge of information technology and are looking for an opportunity to challenge yourself and contribute to a dynamic work environment, consider joining us.

Key Responsibilities:

• Manage the Quality and Training practice for the entire center
• Supervise a team of up to 4 assistant managers with an entire function size of 40 members
• Manage day-to-day quality operations and ensure quality targets are met across all lines of business
• Ensure quality framework is in place and coordinated across all stakeholders both internal and external and ensure process standardization.
• Assess quality issues within operations, conduct RCA, develop insights, and recommend action plans to improve quality performance
• Design quality strategies manage scalable processes and implement TnQ end-to-end initiatives with clear goals and timelines.
• Work with internal and external stakeholders on quality strategy and process improvements process, champion change management and recommend tools, procedures, and workflow enhancements
• Establish quality governance process and ensure efficient and effective communications and organization
• Ensure all training programs and content meet business and operations standards.
• Develop and coach the quality and training team members, Identify and analyze knowledge skill gaps and performance improvement opportunities, and provide relevant training needs
• Drive consistency and best practice sharing of standard practices within the organization
• Recruit, lead, and develop direct reports. Ensure adequate support function staffing of highly experienced and well-trained personnel across all LOBs
• Create an inspiring team environment with an open communication culture

Job Requirements:

• Excellent communication skills, speaking, reading, and writing in English and Bahasa. verbally articulate and a confident orator
• At least 10 years of work experience with 5 years of leadership experience supervising functional leads in a BPO, contact center, support services, or any similar industry
• At least 3 years experience managing training and quality as a manager
• Provided functional support to operations or program with a minimum headcount of 800 FTEs
• Highly proficient in Quality, Training, and process improvement methodologies
• Experience in managing external clients,
• Lean Six Sigma trained and certified preferred.
• Good Organizational and time-management skills and good work ethic
• Good problem-solving, critical thinking, creative thinking, and analytical skills
• Able to encourage and lead others to achieve relevant results
• Able and willing to work in shifting schedules including night shifts, public holidays, and overtime.

Benefits:

•  Attractive salary with full pay during the probationary period;
• Performance bonus, profit sharing at the end of the year;
• Lunch allowance and personal events care, premium healthcare insurance, and mental health services;
• 14 paid days off per year and other public holidays per law;
• Relocation package and support when moving geographic locations to join Gear Inc.;
• Flexible working time and hybrid work, optional standing desks, modern hardware, no dress code, pantry area with complimentary drinks, snacks and fruit;
• Complimentary in-house gym and games room. Our employees enjoy playing board games, video games, PS5, ping pong, football tables, and VR games;
• Many exciting internal activities and clubs.

Working Location: Floor 7, 11, 14 and 18, Phi Long bulding, 52 54 56 Nguyen Van Linh, Nam Duong, Hai Chau, Da Nang