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Analyst, Training & Quality in Quezon City, NCR at Concentrix

Date Posted: 5/16/2018

Job Snapshot

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Job Description

Position Summary and Responsibilities:
Facilitation of new hire training/process and product specifics for various accounts. Training needs analysis; module preparation, revision and review; coaching. Performance evaluation of trainees.
Skills Environment:
•         Excellent communication and facilitation skills.
•         Acquired knowledge in adult learning principles.
•         Effective time management and group dynamics.
•         Acquired knowledge in four levels of training evaluation.
•         Assess the progress of the trainees, map the areas of improvement and share the feedback with the participants as per the defined process.
•         Work in a team and extend cooperation to different departments to create conducive & cohesive training environment.
•         Interacts with clients when necessary for training purposes
Problem Solving:
•         Assess training needs and provide training opportunities to ensure consistent performance in account’s key metrics.
•         Identify potential process issues among the team and present recommendations to address this.
•         Manage data and create reports capturing performance gaps, and achievements of programs handled.
•         Partners with quality team to determine areas of opportunity in agent performance.
•         Conduct refresher trainings for the existing team members
•         Act as a change agent and provide implementation assistance as and when the need arises
•         Provide subject matter expertise on processes
•         Recommends changes to curriculum, methods or activities based on observations during training delivery.
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