Hybrid Training & Quality Lead | Coaching & Standards

Focusinc Group Corp.; Davao City; Hybrid; PHP 420,000 - 600,000; Full time

Benefits offered by this job

Day 1 HMO

Competitive pay with incentives

Statutory government benefits

25 days annual paid leave

13th month pay

Onsite medical support

Employee Engagement Events

Employee Referral Program

Skills training and development

Job summary

Focusinc Group Corp. seeks a Training & Quality Supervisor to lead TQ across Davao and Bacolod. The role develops Trainers and QA staff, improves delivery, and standardizes practices with Operations alignment. It reports to the Head of Operations and requires hands-on coaching across campaigns.

Responsibilities include coaching, materials review, playbook creation, and QA calibration. The role emphasizes cross-site collaboration, onboarding, and performance gap remediation.

Qualifications

• 3+ years hands-on Training experience in a BPO or similar environment.
• 3+ years hands-on Quality Assurance experience in a BPO or similar environment.
• Strong experience across both Training and Quality; one function only will not meet core requirement.
• Strong BPO operations experience and understanding of how campaigns work.
• Strong facilitation and presentation skills.
• Experience observing, coaching, and developing Trainers and QA Specialists.
• Good understanding of adult learning, facilitation, and training methodology.
• Experience with QA monitoring, evaluation, and calibration.
• Experience developing training materials, SOPs, playbooks, or QA standards.
• Ability to review performance data and identify Training and Quality gaps.
• Strong communication and collaboration skills.
• Comfortable supporting multiple campaigns across Davao and Bacolod.
• Strong organization and follow-through.
• Proficient in MS Office.
• Ownership mindset and continuous improvement mindset.

Responsibilities

• Observe Trainers during classes and provide coaching and feedback on delivery.
• Coach Trainers on facilitation, adult learning, and classroom management.
• Coach and develop QA Specialists on QA practices, calibration, evaluation, and quality standards.
• Support onboarding and development of new Trainers and QA team members.
• Lead QA calibration sessions and standardize QA practices across campaigns.
• Review training materials, assessments, SOPs, and job aids for accuracy and usability.
• Help create and maintain Training and Quality playbooks, standards, and best practices.
• Review training and QA results to identify gaps and actions.
• Work with OMs to understand campaign Training and Quality needs and priorities.
• Help prioritize TQ support across campaigns based on business need.
• Partner with Operations before rolling out new Training or Quality processes.
• Support onboarding, refresher training, upskilling, and other TQ activities.
• Share and standardize best practices across Davao and Bacolod.
• Track Trainer and QA development and follow through on coaching actions.
• Support client discussions and Calibration and TQ concerns when needed.
• Identify capability gaps within the TQ team and recommend actions.

Skills

Training

Quality Assurance

BPO operations

Facilitation

Coaching

Adult learning

Presentation

Campaign management

MS Office

Cross-functional collaboration

Tools

MS Office

Job description

Focusinc Group Corp. seeks a Training & Quality Supervisor to lead TQ across Davao and Bacolod. The role develops Trainers and QA staff, improves delivery, and standardizes practices with Operations alignment. It reports to the Head of Operations and requires hands-on coaching across campaigns.

Responsibilities include coaching, materials review, playbook creation, and QA calibration. The role emphasizes cross-site collaboration, onboarding, and performance gap remediation.