Training and Quality Specialist

BCM One

1d•Hybrid

About The Position

BCM One, a leading provider in global telecommunications services is looking to add a Training and Quality Specialist to our growing in-house team. The Training and Quality Specialist will be responsible for mentoring, training and developing existing talent and ensuring high standards of quality across operations. The role involves creating and updating documentation and training materials, developing new skill development curriculum based on organizational needs, ensuring flawless delivery of training to stakeholders, monitoring calls, and evaluating employee progress for future development aspects. Work Locations: This position will be hybrid based out of our office in Makati City, Philippines. We are typically in the office 3 days per week with WFH the other 2 days. This is subject to change based on the demands of the position and company. Hours: Night Shift - 9pm to 6am local. (9am to 6pm Eastern US business hours.) Joining the BCM One team is a chance to be part of a financially strong company with an exciting growth story; over the past 4 years we’ve brought together leading companies in our space who have built products, services, and programs to innovate and disrupt our industry. Now, operating under one roof, we are taking BCM One to the next level and looking for talented individuals to help make that happen. When you choose to work at BCM One, you get to work with a talented team and build experience with the leading technologies, suppliers, and partners in our industry. We don’t offer cookie-cutter solutions, so the opportunities are endless, and the work is always varied and interesting. We take our mission “to provide a world-class experience with every human interaction” seriously, which means everything you do makes a difference. And we’re committed to building and nurturing a diverse and inclusive workforce and environment that empowers you to do your best work, spread your wings and reach your full potential. At BCM One, we encourage our team to learn something new every day, so you don’t just become part of our growth story, we become part of yours. We are committed to creating an environment that fosters teamwork, accountability, and innovation. Many BCM One employees have been with the company for 10+ years, which we think says a lot about our culture. We Are a Team We pride ourselves on our team-based approach to providing quality solutions for our clients. BCM One encourages a culture of collaboration, exposing employees to different areas of the business and fostering career growth. We support employee involvement and provide opportunities to be responsible stewards via our BCM One Gives Back Program and our Emergency Fund to help our team members who are going through difficult times. Hard Work is Recognized We offer an Employee of the Quarter program with a monetary award and Employee of the Year that includes a 7-day vacation package to the Caribbean. In addition, we host various regional team-building gatherings throughout the year. We believe in developing our team members and offer many opportunities for training, professional development and career growth. Your Voice is Heard We empower our team members to speak up and look for opportunities in challenges. We have an Employee Council, and a Diversity Equity and Inclusion Committee made up of volunteers from across the company who share a passion for making BCM One a great place to work and find ways to positively impact our communities.

Requirements

At least 3 years of experience in Training and QA; A Bachelor's degree or an equivalent experience of 6 years is accepted
Must have experience in Adult Learning frameworks
Must have experience in Root Cause Analysis
Excellent Professional English communication skills along with strong presentation skills
A strong sense of organization, priority setting, and attention to detail
Proficient with MS Office – Outlook, PP, Teams, Excel; SharePoint
Strong experience with Canva; Camtasia; Adobe Creative Suite
Must be passionate about continuous learning and problem-solving.
Track record of achieving outcomes and meeting KPIs

Nice To Haves

Preferably Six Sigma Certified: Yellow or Green Belt

Responsibilities

Providing first-hand quality control oversight including call monitoring, reviewing systems, and creating quality measures to evaluate team effectiveness.
Creating and implementing training programs for employees to increase the effectiveness of operations, sales, and customer support.
Developing key performance indicators (KPIs) and maintaining quality scores.
Creating storyboards, lesson plans, presentations, and other graphics.
Creating documentation such as playbooks, manuals, How-To's, etc.
Developing and delivering curriculums based on the needs of the organization.
Conducting back-end calls and creating quality reports with identified areas for improvement.