Global Training & Quality Leader - Strategy & Excellence

Virtual Staffing Solutions; Cebu City; On-site; PHP 2,000,000 - 4,200,000; Full time

Job summary

Virtual Staffing Solutions is seeking a Senior Training & Quality Director to oversee Training and Quality departments across the organization. You will develop, implement, and continually improve training and quality assurance programs, lead global teams, and align initiatives with business goals.

The role focuses on building organizational capacity to educate, monitor, and coach, delivering excellent support for internal and external clients.

Qualifications

• A minimum of ten (10) years proven experience in learning and development, training and quality management within a global call center or customer service environment, including a minimum of five (5) years in a leadership role.
• Strong leadership skills with the ability to manage and motivate teams across different geographical locations.
• Excellent communication and interpersonal skills, with the ability to engage and collaborate with stakeholders at all levels.
• Strategic thinker with strong analytical and problem-solving abilities.
• Analytical - capable of gathering, conducting and evaluating analyses, identifying points of improvement, and developing clear and compelling solutions and strategies.
• Strategic- strong business acumen to measure key service deliverables.
• Proficient in Training and Quality Assurance tools: Knowledge management, data and analytics, and Learning Management Systems.
• Amicable to travel within different sites of the organization, but will be permanently based in Tacloban/Ormoc/Cebu

Responsibilities

• Quality and Training Management: Develop and execute strategies for training and quality assurance that aligns with organizational goals, developing and improving existing processes.
• Design, develop, and implement comprehensive training programs to enhance employee skills and knowledge.
• Own overall management of training systems, content and support materials.
• Ensure consistency in the quality of training programs, materials and initiatives.
• Establish quality assurance policies and procedures to ensure consistent service excellence across all touchpoints.
• Monitor and evaluate the effectiveness of training and quality assurance programs, establishing metrics and tracking performance.
• Implement change management strategies by identifying key stakeholders and communication plans for new processes, technology, and tools.
• Support stakeholders by identifying root causes of interactions and escalating trends.
• Investigate inconsistencies and create solutions through corrective and preventive action plans to drive improvements.
• People Management: Lead and manage global training and quality teams, set objectives and performance metrics, conduct regular reviews and feedback.
• Promote professional development opportunities and career progression for team members.

Skills

Leadership

Training & Development

Quality Management

Data Analytics

LMS Expertise

Knowledge Management

Stakeholder Engagement

Travel Available

Tools

Knowledge Management Systems

Data Analytics Tools

Quality Assurance Tools

Job description

Virtual Staffing Solutions is seeking a Senior Training & Quality Director to oversee Training and Quality departments across the organization. You will develop, implement, and continually improve training and quality assurance programs, lead global teams, and align initiatives with business goals.

The role focuses on building organizational capacity to educate, monitor, and coach, delivering excellent support for internal and external clients.