Global QA & Training Leader

IntouchCX; Cebu City; On-site; PHP 670,000 - 1,339,000; Full time

Job summary

IntouchCX in Cebu City, Philippines is seeking an experienced Quality Assurance & Training Manager to elevate service quality, drive agent performance, and implement scalable QA frameworks across voice and digital channels.

You will lead a global team of Trainers and QA Analysts, set KPIs, mentor staff, and deliver targeted learning interventions while partnering with Operations and client stakeholders to close performance gaps.

Qualifications

• 3+ years of progressive leadership experience managing training or QA in a fast-paced contact center or BPO.
• Global team management: leading remote teams across multiple locations/time zones.
• Knowledge of adult learning principles and instructional design frameworks.
• Analytical problem-solving: diagnose gaps and plan corrective actions.
• Stakeholder management: present insights to senior leaders and clients.
• Operational execution: manage priorities and cross-department alignment.
• Education: Bachelor's degree; certifications like COPC/Lean Six Sigma/CPTD are a plus.

Responsibilities

• Lead and develop Trainers and QA Analysts, set KPIs, and conduct performance reviews.
• Oversee QA programs across voice and digital channels; calibrate scoring.
• Design and deliver onboarding, product/process training, and upskilling curricula.
• Translate quality data into exec-ready insights and drive process improvements.

Skills

Leadership

Global team management

Analytical problem solving

Stakeholder management

Operational execution

Adult learning principles

Instructional design

QA methodologies

Education

Bachelor's degree or equivalent experience

Certifications (COPC, Lean Six Sigma, CPTD) advantageous

Job description

IntouchCX in Cebu City, Philippines is seeking an experienced Quality Assurance & Training Manager to elevate service quality, drive agent performance, and implement scalable QA frameworks across voice and digital channels.

You will lead a global team of Trainers and QA Analysts, set KPIs, mentor staff, and deliver targeted learning interventions while partnering with Operations and client stakeholders to close performance gaps.