BPO Training & Quality Lead (Night Shift)

Welsend Global Services Inc.; Philippines; On-site; PHP 781,000 - 1,228,000; Full time

Job summary

Welsend Global Services Inc. in the Philippines is seeking a Training and Quality Lead to direct the Training and Quality teams, ensure staff are well-trained and meet performance standards, and drive improvements aligned with client requirements.

The role requires strong leadership, excellent communication, and proficiency in MS Office, with night shifts and shifting schedules to cover US time zones. On-site at McKinley Hill, Taguig.

Qualifications

• Bachelor's degree preferred.
• Strong leadership and people management skills.
• Excellent communication and presentation skills.
• Strong coaching and analytical skills.
• Knowledge of BPO processes and SOP compliance.
• Proficient in Microsoft Office and reporting tools.
• Willing to work on shifting schedules, weekends, holidays, and night shifts.

Responsibilities

• Lead and supervise the Training and Quality team
• Conduct and oversee new hire and refresher training
• Monitor quality performance and identify gaps
• Conduct coaching, feedback, and quality calibrations
• Ensure compliance with SOPs, policies, and client requirements
• Review customer interactions for accuracy and service quality
• Analyze training and quality reports and recommend improvements
• Coordinate with Operations and HR on performance concerns
• Maintain accurate training, coaching, and quality records
• Support continuous process improvement

Skills

Leadership

People management

Communication

Presentation skills

Coaching

Analytical skills

BPO processes

SOP compliance

MS Office

Reporting tools

Education

Bachelor's degree

Tools

MS Office

Job description

Welsend Global Services Inc. in the Philippines is seeking a Training and Quality Lead to direct the Training and Quality teams, ensure staff are well-trained and meet performance standards, and drive improvements aligned with client requirements.

The role requires strong leadership, excellent communication, and proficiency in MS Office, with night shifts and shifting schedules to cover US time zones. On-site at McKinley Hill, Taguig.