Campaign Training & Quality Excellence Lead

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

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.