Global QA & Training Leader

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

Job summary

IntouchCX is seeking a Quality Assurance / Training Manager to drive excellence across client engagements. The role collaborates with multiple departments to identify opportunities, craft solution plans, mentor staff, and ensure key metrics are achieved.

The candidate will shape quality standards and training programs, supporting superior performance globally. The position involves leading QA quality initiatives, conducting audits, and delivering coaching and development for direct reports.

Qualifications

• 3+ years of leadership experience in a customer service context
• Experience leading teams in a global capacity
• Demonstrated understanding of adult learning principles and training methodologies (ILT, eLearning, etc.)
• Strong verbal and written communication and exceptional organizational skills

Responsibilities

• Proactively solicit and provide feedback with honesty and transparency
• Plan and implement comprehensive professional development and training plans
• Promote an inclusive learning environment and facilitate staff meetings
• Provide coaching to global staff in quality assurance and training
• Audit call performance and calibrate QA evaluations
• Identify and document training/quality issues and escalate as needed
• Develop corrective actions with Operations Manager and client teams

Skills

Leadership experience

Customer service

Training

Quality assurance

Coaching

Verbal and written communication

Analytical skills

Time management

Adult learning principles

Presentation skills

Education

Post-secondary education

Job description

IntouchCX is seeking a Quality Assurance / Training Manager to drive excellence across client engagements. The role collaborates with multiple departments to identify opportunities, craft solution plans, mentor staff, and ensure key metrics are achieved.

The candidate will shape quality standards and training programs, supporting superior performance globally. The position involves leading QA quality initiatives, conducting audits, and delivering coaching and development for direct reports.