Operations Associate

FILINVEST COMPANY: FILINVEST LAND, INC. JOB SUMMARY: The Training and Quality Assurance Associate supports the Training and Quality Assurance Head and Technical Training Specialist in monitoring and ensuring that learnings from training programs are translated into production and departmental policy standards are met to improve the manner of service delivery and speed.
This individual ensures that controls are in place and always in check by: (1) conducting regular audits across all customer service platforms, (2) reviewing of administrative transactions processed by interdepartmental associates (3) facilitating learning assessments, (4) and monitoring, interpreting, and reporting of daily customer satisfaction survey results. This person ensures that all departments in Operations adhere and are guided by standard policies and procedures in every interaction and in the conduct of respective roles and responsibilities to successfully deliver exemplary customer service. KEY FUNCTIONS/DUTIES AND RESPONSIBILITIES: 1. 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 Technical Training Specialist
6. Performs other job-related duties as assigned by the Training and Quality Assurance Head or by the Operations Head. EDUCATION, TRAININGS, LICENSES REQUIRED: Bachelors Degree in Psychology, Education, Human Resource, Communication Arts, Business Administration, Marketing, Sociology, Industrial Psychology, Math, Statistics, etc.