Mark jayson Diaz

Dynamic and results-driven learning and development professional with over 5 years of progressive experience in the training function, including roles as Assistant Training Manager and Training Supervisor. Adept at designing, implementing, and evaluating training programs that drive employee engagement, performance, and organizational growth. Proven ability to lead teams, manage end-to-end training processes, and collaborate cross-functionally to align learning initiatives with business goals.

Passionate about cultivating a culture of continuous learning and innovation

Assistant Quality Manager, Carelon Global Solutions January 1, 2025- Present

• Supervise and guide Quality Analysts in conducting audits and evaluations.
• Review and analyze audit results to identify trends, gaps, and opportunities for improvement.
• Ensure timely and accurate reporting of quality metrics to stakeholders.
• Assist in developing and implementing quality improvement initiatives.

Collaborate with operations and training teams to address performance issues and enhance agent effectiveness.

Assistant Training Manager, Carelon Global Solutions

December 19,2023 - December 31, 2024

• Supervise and mentor trainers to ensure consistent delivery and adherence to standards.
• Analyze training data to identify trends, gaps, and areas for improvement.
• Provide actionable insights to operations and quality teams based on post-training performance.
• Recommend enhancements to training content and delivery methods.
• Work closely with operations, quality, and client teams to align training with business needs.
• Prepare and submit training reports to management and clients.

Training Supervisor, Continuum Global Solutions

November 15, 2021- December 15, 2023

• Facilitates new hire and upskill training for an inbound healthcare account.
• Develops initiatives and projects to address opportunities and help the further success of the
• Creates and maintains training curriculum and materials to ensure maximum learning in the training.
• Work closely with operations, quality, and HR teams to align training with business needs.
• Participate in client calls and meetings to discuss training performance and updates.
• Mentors newly onboarded trainers and tracks their performance to ensure success with their responsibilities.

Professional I, Sr. Trainer Continuum Global Solutions

May 6, 2019- November 12,2021

• Facilitate new hire, cross-training, and refresher training sessions across various lines of business.
• Provide feedback on curriculum effectiveness and suggest improvements based on trainee performance and feedback.

Identify learning gaps and provide targeted coaching or supplemental training.

Participate in client calibration sessions and business reviews to present training outcomes.

Coordinate with workforce, quality, and operations teams to align training with business neeas

Quality Assurance Analyst, Conduent Philippines

August 11, 2018- May 3, 2019

• Audits for onshore representatives for an inbound healthcare account, following prescribed Quality guidelines, and ensuring that the program delivers high-quality service.
• Calibrates with the onshore counterparts to ensure the accuracy of audits.

Cavite State University

Bachelor of Science in Information

Technology