Global Training & Quality Leader

Tap Growth ai; Taguig; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Tap Growth ai in Manila is seeking a Training and Quality Lead to provide strategic and operational leadership for Training and Service Quality across Customer Service operations. You will build and execute an integrated strategy that strengthens employee capability, improves service quality, accelerates readiness, and delivers measurable customer and business outcomes.

You will lead a team of specialists, establish governance and performance analytics, coach staff, and partner with Operations

Qualifications

• Bachelor’s degree from an accredited institution.
• 7+ years in Training/Development, Learning & Development or Service Quality.
• 3+ years of people leadership experience.
• Experience managing training/capability and service-quality programs.
• Strong adult-learning, instructional design and needs analysis knowledge.
• Experience establishing service quality frameworks and governance.
• Ability to use operational data to identify performance trends.
• Experience with new-hire training and operational readiness.
• Coaching and people development capabilities.
• Ability to influence cross-functional leaders.
• Excellent written and verbal communication.
• Ability to manage multiple priorities in a dynamic environment.

Responsibilities

• Training & Service Quality Strategy.
• Training & Capability Leadership.
• New-Hire Readiness & Speed-to-Proficiency.
• Service Quality Strategy & Governance.
• Performance Analytics & Root-Cause Management.
• Coaching & Performance Improvement.
• Training–Service Quality–Operations Feedback Loop.
• Team Leadership & Capability Development.
• Training & Service Quality Analytics and Reporting.
• Continuous Improvement & Transformation.
• Stakeholder & Cross-Functional Leadership.
• Governance, Risk & Compliance.

Skills

Leadership

Adult learning

Analytics

Problem solving

Communication

Training & Development

Learning & Development

Cross-functional influence

Education

Bachelor's degree

Master's degree

Tools

Power BI

SAP

Salesforce

Oracle

LMS

Job description

Tap Growth ai in Manila is seeking a Training and Quality Lead to provide strategic and operational leadership for Training and Service Quality across Customer Service operations. You will build and execute an integrated strategy that strengthens employee capability, improves service quality, accelerates readiness, and delivers measurable customer and business outcomes.

You will lead a team of specialists, establish governance and performance analytics, coach staff, and partner with Operations