The Training and Quality Manager is responsible for overseeing the planning, development, execution, and continuous improvement of training programs and quality assurance processes within the operations. This role ensures that employees are equipped with the necessary skills and knowledge to perform at a high level, and that service delivery consistently meets client and company standards.

Training Management:

• Develop and implement onboarding and continuous training programs for new and existing employees.
• Collaborate with Operations, HR, and Client Services to identify training needs and performance gaps.
• Design training content, tools, and materials tailored to the business and client requirements.
• Oversee a team of trainers to ensure consistent delivery of training across all teams and accounts.
• Monitor and assess training effectiveness through evaluations, feedback, and performance outcomes.

Quality Assurance:

• Establish and maintain quality assurance frameworks and audit processes to evaluate service delivery and compliance with client and internal standards.
• Lead and manage the QA team to conduct regular audits, provide feedback, and support performance improvement initiatives.
• Analyze quality performance data to identify trends, areas of concern, and opportunities for improvement.
• Collaborate with team leaders and operations to address quality issues and implement corrective actions.

Leadership and Strategy:

• Develop and implement strategies to align training and quality programs with business goals and client expectations.
• Serve as a key point of contact for training and quality matters during client interactions and audits.
• Provide coaching, mentoring, and development opportunities to the training and QA teams.
• Regularly report on training and quality metrics to senior management and stakeholders.

• A Bachelor's degree or equivalent in a relevant field.
• At least 5 years of experience in training and quality in a BPO or contact center environment, with 2+ years in a managerial role.
• Strong understanding of adult learning principles, quality assurance methodologies, and performance management.
• Excellent communication, presentation, and interpersonal skills.
• Proficient in Microsoft; familiarity with QA tools is a plus.
• Strong leadership and team management abilities.
• Six Sigma certification or equivalent quality training (preferred but not required).
• Experience working with international clients
• Ability to manage multiple priorities in a fast-paced environment.

Work Setup: 

• Willing to work in McKinley, Taguig City (on-site), 
• Full time position
• Shifting schedule (day and night shift coverage)
• Can start immediately

Job summary

Training and Quality Manager