Job Summary

The Operations Associate - Training & Quality is assigned to facilitate daily training programs, prepare and designs training materials, conducts side by side audits/coaching, conducts mystery shopper and blind audits, conducts the monthly assessments of new hires on the first 6 months, runs the operations recognition and engagement activities.

Duties and Responsibilities

1. Facilitates training programs and conducts and records performance audits across all Operations’ units with external customer interaction and across all service provision platforms (call, e-mail, face to face, chat) and request processors with the aid of established procedures and processes

2. Collects, compiles, reviews, evaluates, and records audit results and conducts regular coaching sessions 

3. Prepares, communicates, and presents performance audit reports to supervisors and managers

4. Facilitates knowledge alignment sessions to associates and team leaders with the goal of improving service quality

5. Conducts practical learning assessments in coordination with the Training and Quality Assurance Manager

6. Performs other job-related duties as assigned by the Training and Quality Assurance and Special Accounts Manager, Senior Operations Manager – Bank Financing, Technical Training and Quality Assurance, Collection-Outbound, Operations Head.