Customer Training & Quality Lead

Carelon Global Solutions; Metro Manila; On-site; PHP 450,000 - 750,000; Full time

Job summary

Carelon Global Solutions in Metro Manila seeks a Training Manager to provide day-to-day oversight of a team, ensuring service standards, productivity, and quality goals are met. You will lead and develop direct reports, support performance management, and drive continuous improvement through audits and reporting.

The role requires experience with LMS/Workday and the ability to partner with stakeholders to standardize workflows and implement best practices.

Qualifications

• 5+ years in a progressively complex customer service environment with leadership experience.
• Experience designing, delivering, and evaluating training programs.
• Familiar with LMS/Workday reporting and analytics.

Responsibilities

• Provide daily leadership and oversight with a team unit, ensuring service standards, productivity, and quality goals are met.
• Establish, document, and maintain departmental policies and procedures; partner with stakeholders to improve workflows and standardize best practices.
• Conduct routine audits and quality reviews to monitor efficiency, accuracy, and compliance; identify trends and implement corrective actions as needed.
• Prepare and deliver specialized reports (e.g., performance, quality, compliance, operational metrics) and present insights/recommendations to leadership.
• Manage escalations and support resolution of complex customer issues while reinforcing consistent service practices.
• Lead and participate in special projects as assigned, based on business priorities (process improvements, implementations, pilots, or cross-functional initiatives).
• Hire, onboard, train, coach, and develop direct reports; provide ongoing feedback, counseling, and performance evaluations.
• Promote a positive team culture focused on accountability, customer experience, and continuous improvement.

Skills

Leadership

Team management

Performance management

Stakeholder management

Education

Undergraduate degree

Tools

LMS

Workday

Job description

Carelon Global Solutions in Metro Manila seeks a Training Manager to provide day-to-day oversight of a team, ensuring service standards, productivity, and quality goals are met. You will lead and develop direct reports, support performance management, and drive continuous improvement through audits and reporting.

The role requires experience with LMS/Workday and the ability to partner with stakeholders to standardize workflows and implement best practices.