Global Senior Training Manager (BPO Industry)

SSG; Mandaluyong; On-site; PHP 1,400,000 - 2,400,000; Full time

Job summary

Support Services Group in the Philippines seeks a Senior Training Manager to elevate team performance, drive quality, and lead training initiatives across operations.

You will design and implement quality management systems, run audits, and develop programs that boost client satisfaction and employee development. A proven track record in quality and training leadership, strong analytics, and mentoring talent are essential.

Qualifications

• Proven experience in quality management, training, or a related leadership role.
• Strong analytical skills with the ability to leverage data to drive decisions and improvements.
• Exceptional communication and leadership abilities, with a passion for developing and mentoring talent.
• Experience designing and delivering training programs, along with a deep understanding of quality assurance frameworks.

Responsibilities

• Design and implement robust quality management systems that drive exceptional service delivery.
• Develop and execute comprehensive training programs that empower employees to reach their full potential.
• Lead quality audits and evaluations, ensuring compliance with company standards and industry best practices.
• Collaborate with leadership to identify performance gaps and implement targeted training interventions.
• Analyze data to assess training effectiveness and make continuous improvements to enhance learning outcomes.
• Foster a culture of quality, accountability, and continuous improvement across the organization.

Skills

Quality management

Data-driven decisions

Leadership & mentoring

Training program design

Job description

Are you a visionary leader with a passion for excellence and a talent for developing top-tier talent? We are looking for a Senior Training Manager to elevate our team’s performance, ensure operational excellence, and drive continuous improvement. In this pivotal role, you will lead our quality assurance and training initiatives, setting the highest standards for performance, client satisfaction, and employee development. You will be responsible for cultivating a learning culture that equips our teams with the skills, knowledge, and motivation needed to exceed expectations.

Key Responsibilities

• Design and implement robust quality management systems that drive exceptional service delivery.
• Develop and execute comprehensive training programs that empower employees to reach their full potential.
• Lead quality audits and evaluations, ensuring compliance with company standards and industry best practices.
• Collaborate with leadership to identify performance gaps and implement targeted training interventions.
• Analyze data to assess training effectiveness and make continuous improvements to enhance learning outcomes.
• Foster a culture of quality, accountability, and continuous improvement across the organization.

Qualifications

• Proven experience in quality management, training, or a related leadership role.
• Strong analytical skills with the ability to leverage data to drive decisions and improvements.
• Exceptional communication and leadership abilities, with a passion for developing and mentoring talent.
• Experience designing and delivering training programs, along with a deep understanding of quality assurance frameworks.

If you are a forward-thinking leader who thrives in a fast-paced environment and is committed to driving excellence through quality and training, we want to hear from you! Take your career to the next level with us, where innovation and development are at the heart of everything we do.

Company Description

Support Services Group is a global, omnichannel contact center solutions company founded in 1998 with headquarters in Waco, Texas. Our company provides tailored, omnichannel solutions for Technical Support, Customer Care, E-commerce and Retail, RMA Management, B2B/B2C Sales, Sales Support, membership services, travel services, and more. Our mission is to deliver extraordinary customer care to brands that prioritize customer satisfaction and loyalty. We have strategically located ourselves in 10 countries with 20+ locations and 10,000+ employees. With the right People, Technology, and Solutions, we offer unparalleled customer experience to all clients worldwide.