Quality Team Manager

Taguig City, Metro Manila – JOB DESCRIPTION:Provides leadership for and holds Team Managers, Trainers, Coaches and Analysts accountable for taking full ownership of their roles.Follows batches beyond the 90 day mark in order to collaborate with Senior Management on retention opportunitiesEnsures a ‘Trainer Scorecard’ is in place which effectively holds Trainers accountable for the quality and effectiveness of new-hire trainingMakes recommendations to curriculum and works in partnership with Hilton’s Senior Director of Learning & Development, as well as Hilton’s Senior Director of Quality AssuranceEnsures that any training material received are culturally adapted where appropriateWorks in partnership with QA Lead; studies and analyzes trends in QA and VOC (Voice of the Customer), following through with recommendationsFully embraces and supports Immersion training, Revenue Optimization, and The COunselor ApproachEnsure achievemnt of quality targets by the teamHandle any kind of escalations by the te…

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