Assistant Operations Manager Training and Quality Assurance

JOB SUMMARY

Leads the technical training team and manages the day to day activities to ensure that all training programs are implemented across all operations sites and units ensures that performance audits are conducted on a periodic basis designs new training programs as needed monitors the first 6 months of the new hires to recommend if to be regularized or not based on technical proficiency conduct programs for employee recognition for technical achievements provides programs to improve employee motivation in operations - the end goal is to produce highly proficient operations personnel that can provide a high level of Customer service.

This individual primarily facilitates high-quality and effective onboarding experiences by:

(1) executing basic technical training

(2) overseeing departmental new-hire training programs

(3) conducting monthly feedback sessions and assessments and (4) evaluating employee competence and fitness. This person also innovates by sifting through current and upcoming training methods and learning trends that will engage learners and enable effective knowledge transfer to equip both probationary and regular employees with both soft and hard skills that will directly impact productivity and improve service quality. Part of the role involves supervising Quality Assurance Associates in the daily conduct of their training and audit work.

RESPONSIBILITIES:

1. Team supervision program creation and implementation and report creation.

2. Facilitates technical training sessions for new hires and incumbent (rank and file employees) in the head office or during on-site training caravans

3. Conducts scores and records performance assessments to measure trainees progress and to evaluate the effectiveness of training in the classroom and production.

4. Drafts coordinates validates and updates performance assessment materials

5. Designs develops and updates training curriculum and determines instructional methods such as one-on-one training group instruction lectures demonstrations and workshops.

6. Monitors the progress of new hires and trainees periodically and conducts ongoing individual training needs as needed.

REQUIREMENTS

• Strong Leadership skills
• Strong analytical skills to be able to interpret technical data processes policies and transform these to palatable content
• Ability to speak effectively before individuals or groups of employees
• Able to function independently in a multi-tasking environment as well as part of a team
• Advanced Customer Service skills (Filipino and English)
• Strong planning and organizational skills
• Proven presentation/facilitation skills
• Excellent coordination scheduling and attention to detail
• Strong written and oral communication skills
• High sense of responsibility and urgency
• Excellent computer navigation skills (experience with Word PowerPoint and Excel)
• Classroom Management
• Able to provide strategic and sound solutions with business problems