Head of Training & Quality for ITaaS Excellence

Gratitude Philippines; Manila; Hybrid; PHP 1,200,000 - 2,000,000; Full time

Benefits offered by this job

Competitive compensation

Leadership opportunities

Cutting-edge SaaS environment

Job summary

Gratitude Philippines is seeking a seasoned Training & Quality Manager to lead learning, quality, and performance across our ITaaS Helpdesk operations. The role focuses on onboarding, upskilling, and data-driven training for technical support teams, aligning with business goals and product updates.

You will mentor trainers, manage a team, and drive continuous improvement through learning analytics, SQL-based insights, and strong partnerships with Operations and Technical teams.

Qualifications

• Bachelor’s degree in one of the listed fields or related area.
• 5+ years in BPO Training, Learning & Development, or Training Management.
• Minimum 3–4 years of Training Management experience.
• Minimum 5 years in the BPO/Call Center industry.
• Proven success designing, implementing, and managing large-scale training programs.
• Strong leadership experience managing trainers and learning teams.

Responsibilities

• Design, develop, and deliver onboarding and upskilling programs for Helpdesk teams.
• Identify skill gaps and create targeted learning solutions to improve performance.
• Continuously review and enhance training materials, content, and delivery methods.
• Ensure programs align with business objectives and operational goals.
• Lead, coach, and develop Trainers to deliver high-quality learning experiences.
• Monitor training effectiveness through assessments, coaching, and quality evaluations.
• Foster continuous learning and professional development; drive performance initiatives across the Helpdesk.

Skills

Training & Dev

Leadership

Quality Mgmt

Learning Analytics

SQL Proficiency

APIs & Integrations

LMS

Coaching

Curriculum Dev

IT Helpdesk

Education

Bachelor’s Degree in Human Resources

Bachelor’s Degree in Organizational Development

Bachelor’s Degree in Business

Bachelor’s Degree in Information Technology

Tools

APIs & Integrations

SQL Tools

Job description

Gratitude Philippines is seeking a seasoned Training & Quality Manager to lead learning, quality, and performance across our ITaaS Helpdesk operations. The role focuses on onboarding, upskilling, and data-driven training for technical support teams, aligning with business goals and product updates.

You will mentor trainers, manage a team, and drive continuous improvement through learning analytics, SQL-based insights, and strong partnerships with Operations and Technical teams.