Campaign Training and QA Specialist

Focusinc Group Corp.; Davao City; On-site; PHP 446,000 - 725,000; Full time

Job summary

Focusinc Group Corp. is seeking a proactive Campaign Training Specialist with QA experience to partner with Operations and Training teams. The role focuses on workforce readiness, quality excellence, and continuous performance improvement across campaign life cycles.

You will facilitate training, analyze quality data, and maintain learning resources while collaborating with clients and cross-functional teams to drive results.

Qualifications

• At least two years in training, learning and development, or workforce development in BPO/outsourcing.
• Exposure to QA processes, call monitoring, and performance assessments.
• Experience supporting campaigns is advantageous, especially Medical Billing.
• Strong understanding of contact center operations and customer service workflows.
• Excellent facilitation, presentation, and communication abilities.
• Proficient in Microsoft Office applications (Excel, PowerPoint, Word, Outlook).
• Capable of balancing multiple projects, priorities and stakeholder requirements.

Responsibilities

• Facilitate new hire training, refresher courses, cross-skilling, and targeted coaching.
• Analyze quality evaluations and metrics to identify skill gaps and development opportunities.
• Design and update training resources, guides, and knowledge articles.
• Participate in quality reviews and calibration sessions for consistency.
• Collaborate with leaders to align training with business objectives.
• Measure learning effectiveness via post-training assessments and tracking.
• Manage training and quality initiatives across multiple accounts.

Skills

Facilitation

Presentation

Communication

Analytical

Tools

Excel

PowerPoint

Outlook

Job description

Role Overview

We are seeking a proactive and results-driven Campaign Training Specialist with experience in Quality Analyst to partner closely with Operations and Training teams in driving workforce readiness, quality excellence, and continuous performance improvement. This role combines training delivery, quality oversight, and operational support to help ensure successful campaign execution and employee development.

Reporting to the Operations Leadership team, you will take ownership of assigned accounts, supporting both learning initiatives and quality performance across the campaign lifecycle.

Key Responsibilities

• Facilitate new hire training, refresher courses, cross-skilling programs, and targeted coaching sessions.

• Analyze quality evaluations, operational metrics, and stakeholder feedback to identify skill gaps and development opportunities.

• Design, update, and maintain learning resources, process documentation, knowledge articles, and training guides.

• Participate in quality reviews and calibration sessions to ensure evaluation consistency and identify recurring performance concerns.

• Work alongside Operations leaders to address trends affecting productivity, customer experience, and compliance.

• Collaborate with Team Leaders, Subject Matter Experts, clients, and other stakeholders to align training strategies with business objectives.

• Measure learning effectiveness through post-training assessments, performance tracking, and action planning.

• Manage training and quality initiatives across multiple accounts while adapting to evolving business needs and campaign changes.

Qualifications

• At least two years of experience in a training, learning and development, or workforce development role within the BPO or outsourcing industry.

• Exposure to Quality Assurance processes, call monitoring, and performance assessments.

• Experience supporting Medical Billing campaigns is advantageous but not required.

• Strong understanding of contact center operations and customer service workflows.

• Excellent facilitation, presentation, and communication abilities.

• Proficient in Microsoft Office applications, including Excel, PowerPoint, Word, and Outlook.

• Capable of balancing multiple projects, priorities, and stakeholder requirements simultaneously.

• Strong analytical skills with the ability to interpret data and recommend performance improvement initiatives.

• Highly organized, detail-oriented, and capable of working independently.

• Demonstrates accountability, initiative, and a commitment to continuous learning and process improvement.

• Comfortable building relationships and collaborating with cross-functional teams.

• Knowledge of adult learning principles and interactive training techniques is preferred.