TRAINING & QUALITY MANAGER
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WHO IS THE COMPANY?

 

SupportNinja is an omnichannel provider of customer care and back-office support solutions. We primarily work with VC-funded technology companies in Silicon Valley and around the world. Our service is vital to the core operations and functionality of consumer-focused apps, software, and platform-based technology companies.

 

SupportNinja originally started out as SupportMonk in early 2014. Originally based in India, It grew to a team of over 50 Linux Support Engineers before our founder, Cody McLain established SupportNinja to serve an emerging market. There was an underserved niche of customer support needed for fast-growing tech startups.

 

After much research, Cody established an office in the Philippines and grew the company to a team of over 100 Ninja’s before appointing fellow entrepreneur, Connor Tomkies to be CEO.

 

The duo form a unique partnership, as Cody’s passion exists with technology and processes while Connor loves working with people. The company now employs 250+ people in its Philippine office with ambitious expansion plans.

 

Today, SupportNinja is a company that services some of the biggest names in tech and is helping to scale everything from a Fortune 500 company to small startups just blooming.

 

Be a Ninja and enjoy the following benefits:

 

  • Fun, fast-paced environment where you can stretch your creativity!
  • Stress-free start up accounts
  • HMO + 1 dependent upon hire!
  • Life Insurance upon hire!
  • 10 Paid time off upon regularization + 1 Birthday leave every year!
  • Competitive Salary!




WHAT’S INVOLVED?

PRIMARY OBJECTIVES: The Training and Quality Manager will lead the combined team of L&D, Training and Quality Assurance to quality monitoring and reporting for the operational areas, alongside the creation and delivery of training programs focusing on induction, process and systems training, ongoing skills development and entry level leadership development within the Operations function.

 

WHAT YOU GET TO DO?

Main Duties and Key Responsibilities:

 

  1. Leads and builds a strong L&D, Training, and Quality team, sets high expectations to provide an effective and efficient service to the Operations department, enabling and supporting the achievement of overall business goals.

  2. Coaches and develops L&D, Training and Quality Supervisors to build their skills and effectively manage their team’s performance; Delivers effective goal setting, communication plans, team meetings and regular team catch-ups

  3. Takes ownership of the Quality Monitoring Framework for the department, ensuring it supports the business goals of delivering a good customer experience and driving compliance with processes, as well as engaging staff in their own development.

  4. Undertakes quality monitoring consistently across the department. Provides structured reporting and insight, in order for the process provides individual scoring for objectives, as well as driving ongoing improvement in individual skills, processes and systems as needed.

  5. Works with relevant business areas to plan, resource and schedule a rolling program of training and development activity in line with the business needs and insight from the quality monitoring process; manages team member and budgetary resources to deliver, and adjust in response to changing business and stakeholder requirements as needed.

  6. Manages the quality, design, delivery, governance and evaluation of all training and development activity.

  7. Keeps materials updated and in line with business process and regulatory requirements, and develop new modules as required

  8. Builds strong relationships with key stakeholders throughout Operations and the wider business

  9. Builds and maintains a learning and coaching culture throughout the department and facilitate workshops, learning events, forums and meetings as required; share created workshops and events across the whole company

  10. Lead and contributes to projects effectively related to business change, such as the roll out of new systems and processes, entry level leadership development and change management.

  11. Maintains awareness of external best practices in training and quality, for both local and remote workers, sharing insight internally to inform the development of the department

  12. Delivers other duties and projects flexibly as required to ensure successful delivery of training and quality monitoring, or to meet the broader needs of the business

  13. Executes department's processes and projects properly as planned and agreed with the management; conducts post-evaluation surveys and analysis to have a data-driven method of understanding the strength and areas for improvement of each process and projects

  14. Sets S.M.A.R.T. goals for each process of the department to provide appropriate inputs and outputs; Reviews and revises existing process and procedures to align with set goals

  15. Conducts timely meeting and session to guide employees from different departments and levels about updates and proper execution of the processes and procedures owned by the department

  16. Keeps oneself updated with the latest and best practices by attending seminars and training related to the profession and have it applied in the existing process to continually improve it; creates processes related to the need of the company and in compliance with the standards set by the government and the organizations in which the company is part of

Qualifications:

  1. 5 years or more experience in training delivery and design experience in the BPO setting

  2. 3 years or more experience in leading the Training and Quality department

  3. Experience of designing or operating within operational quality monitoring frameworks

  4. Experience of designing and delivering training in systems and process change, as well as entry-level leadership development.

  5. Strong coaching, feedback and learning facilitation experience

  6. Planning, scheduling and training evaluation experience

  7. Excellent organization, planning, time management, and analytical skills. Strong team building, interpersonal, communication, and motivational skills.

  8. Ability to lead and manage in a fast-paced, rapidly changing environment while managing multiple priorities.

  9. Strong commercial understanding and previous accountability for profit targets.

*The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary"