Close Close Preview

Your amazing online presence is right this way.

Create your profile
Capture who you are, what you do, and where you're going. All in one place.

Nino Bautista

Nino Bautista

Training and Quality Manager - Customer Care Division

Skycable Corporation

NCR - National Capital Region, Philippines, ph

I am passionate about raising the standards of those I work for to global competencies. I advocate continuous improvement and promote customer-centered quality.

Message
MENU ☰

Skycable Corporation

Training and Quality Manager - Customer Care Division

• Oversees the activities of the QA department in delivering programs and initiatives that are responsive to individual, operational and client needs.
• Assist in the strategic planning and fiscal management of the department.
• Receives QA needs instruction from the Customer Care Division Head, communicates the need to the department/s concerned, and directs the implementation of necessary programs.
• Updates and sends periodic QA reports to the Customer Care Division Head, covering evaluation and audit results, as well as other quality details.
• Initiates calibration sessions within the Quality organization to ensure consistency in the implementation of performance standards.
• Design and implement long-term strategy and process improvement initiatives impacting Quality group through constant reviews and needs analysis.
• Manages and develops team for the assigned program(s) through classroom assessments, certification, coaching and structured consultations.
• Evaluates the performance of staff according to their respective schedules; maintains objectivity in the rating process by ensuring that ratings are supported by pertinent documents; discusses the rating with the employee for a better understanding of their performance.
• Conducts departmental meetings to keep the team updated on current issues, new incidents encountered on each training class, and client or project updates on a regular basis.
• Establish, and report performance against metrics for all CCD processes and functions (e.g., key performance measures) that align to GBS service level objectives and performance commitments, providing a statistical process control perspective as appropriate.
• Enforces discipline among staff; documents infractions of company rules by accomplishing an Incident Report (IR) Form, as necessary; submits the IR form to the Human Resources Department (HRD) for processing.