Global QA & Training Leader

IntouchCX; Manila; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

IntouchCX seeks a Quality Assurance / Training Manager in Manila to drive professional development and elevate client outcomes. You will lead QA and training initiatives, coach teams globally, and ensure consistent quality metrics across locations.

The role requires strong leadership, analytical thinking, and expertise in adult learning principles. You will collaborate with Operations and the client to implement corrective actions and continuous improvement programs.

Qualifications

• 3+ years of leadership experience in customer service or contact centers.
• Post‑secondary education preferred.
• Experience leading global teams and multi-location operations.

Responsibilities

• Proactively solicit and provide feedback by being honest and transparent.
• Plan, develop and implement comprehensive professional development and training plans.
• Promote an inclusive learning environment and facilitate staff meetings.
• Set and provide direction of new initiatives, opportunities and foster "best in practice" training and professional development.
• Provide coaching to global staff in quality assurance and training to support superior performance.
• Responsible for the effective selection, development, supervision, evaluation and training of direct reports.
• Perform routine audits and track call performance.
• Become the Subject Matter Expert (SME) and provide insight on behaviors, patterns, and quality compliance to the Operation Managers.
• Assist with or conduct training to keep the team updated on changes that may occur in information or procedures.
• Assign and monitor workload and performance of Trainers and Quality Analysts
• Participate in calibration sessions and ensure Quality Analysts complete timely calibration evaluations
• Address inconsistent scoring through coaching and assist with facilitation exercises, as assigned
• Identify and document any training and/or quality performance issues and elevate them to the Operations Manager, as appropriate
• Work with client and Operations Manager to perform corrective action
• Deliver corrective disciplinary, up‑skilling and coaching action as appropriate, and per company policy

Skills

Leadership

Communication

Analytical skills

Presentation skills

Adult learning

Education

Bachelor's Degree

Job description

IntouchCX seeks a Quality Assurance / Training Manager in Manila to drive professional development and elevate client outcomes. You will lead QA and training initiatives, coach teams globally, and ensure consistent quality metrics across locations.

The role requires strong leadership, analytical thinking, and expertise in adult learning principles. You will collaborate with Operations and the client to implement corrective actions and continuous improvement programs.