Job Description


• Design new hire training, cross-skilling, and refresher programs

• Create training plans aligned to bank SOPs, Adult learning principles

• Facilitate Virtual & Onsite training

• Scenario-based and case-based training

• Knowledge checks and certification assessment

• Responsible for all Qualitative Metrics (Quality Scores, Complaince scores & Repeat errors)

• Weekly/Monthly/Quarterly reviews with management

• Call Auditing, Call monitoring, Call calibration.

• Provide coaching and mentoring to new and existing team members on an on-going basis.

• Ensure that team members are adhering to call quality standards and practices by conducting regular call monitoring checks

• Ensure that the team is adhering to the prescribed quality parameters

• To actively participate in providing feedback (positive and negative)

• Conduct team briefings and discussions on a regular basis

• Need to maintain all the Reports & MIS for the same.



Requirements:


• Must have a Bachelor's degree with both TOR and Diploma on hand

• With 5 - 7 years of supporting a banking account, whether retail or commercial or both and at least 3 years as a Trainer

• With over-all working experience of at least 8 years

• Doing early stage or late stage collections, for auto loans, credit cards, personal bank/loans

• Strong communication skills. Language proficiency in English

• Ability to work independently and within a team environment

• Critical listening and thinking skills

• Training/teaching skills

• Strategic management skills

• Negotiation skills/experience

• Time management skills

• Customer service oriented

• Decision making/problem solving skills
• Should be amenable to start immediately and can work onsite in Taguig