Responsibilities:

Spearhead and oversee the seamless execution of our ongoing Training Program for our Global CX Operations teams, continuously advancing our practices based on valuable feedback.
Foster collaboration with cross-functional teams (XFN) to orchestrate enlightening knowledge-sharing sessions and streamline the training calendar for optimal efficiency.
Formulate and execute comprehensive training programs that are meticulously aligned with our organizational objectives. Collaborate closely with subject matter experts to craft engaging training content and materials.
Uphold an unwavering commitment to service quality by meticulously conducting audits and quality assessments, rigorously evaluating performance against our established standards.
Conduct thorough analysis of assessment scores and track trends in Customer Experience shortcomings, spanning Process, Product, and operational policies.
Forge valuable partnerships with external vendors and partners to ensure a harmonious alignment of training methodologies, content, and QA standards.
Provide expert guidance and unwavering support to our vendors to ensure the consistent adherence to our high-quality standards and the effective delivery of training.

Qualifications:

Possess a minimum of 3+ years of distinguished experience in the realm of Quality and/or training, preferably within a business function or tech customer support vendor program.
Demonstrate expertise in proficiently conducting large-scale audits and pinpointing training needs, guided by QA insights.
Showcase mastery in utilizing data analytics tools such as Excel to extract profound insights.
Exhibit exceptional proficiency in both oral and written communication, ensuring clarity and effectiveness in all interactions.
Possess an advantageous background in Ad tech or digital technology, further enriching your qualifications.

Siau Zianyi License No.: 02C3423 Personnel Registration No.: R23113527

Please note that your response to this advertisement and communications with us pursuant to this advertisement will constitute informed consent to the collection, use and/or disclosure of personal data by ManpowerGroup Singapore for the purpose of carrying out its business, in compliance with the relevant provisions of the Personal Data Protection Act 2012. To learn more about ManpowerGroup's Global Privacy Policy, please visit https://www.experis.com.sg/privacy-notice.

Location	Singapore
Job reference	BBBH131698_1694394891
Salary	S$4500 - S$6500 per month

Consultant name	Siau Zianyi
Consultant email	zianyi.siau@experis.com.sg
Consultant contact no.
EA License No.	02C3423
Consultant Registration No.	R23113527

Program Manager (Support Operations, MPO)