L&D Leader: Training, Quality & Ops Excellence

Cognizant Technology Solutions Philippines Inc.; Taguig; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Cognizant Technology Solutions Philippines Inc. is seeking a Service Delivery Manager – Learning & Development Leader to oversee Training and Quality across multiple lines of business. You will design and deliver programs, manage performance initiatives, and implement QA frameworks to ensure consistent outcomes.

Responsibilities include SOP development, data-driven improvement, offshore training coordination, and leadership development within the team.

Qualifications

• Minimum 6 years’ BPO experience in L&D leadership or people management.
• Bachelor’s degree in communications, linguistics, education, or equivalent.
• Familiarity with call quality audits, analytics, and calibration processes.
• Experience with end-to-end and Agile training design; Six Sigma is a plus.

Responsibilities

• Lead and develop L&D and Quality teams across multiple business lines.
• Ensure training effectiveness, quality performance, and process improvements.
• Develop SOPs, auditing frameworks, and calibration processes.
• Analyze training and quality data to identify gaps and opportunities.
• Plan, execute, and monitor training programs for new hires and staff.
• Govern compliance with client and quality standards; coordinate stakeholders.

Skills

L&D leadership

Client management

Quality assurance

Project management

Data analysis

Stakeholder management

Education

Bachelor’s degree in Communications / Education / Linguistics or equivalent

Tools

Call monitoring tools

Learning platforms

Coaching frameworks

Job description

Cognizant Technology Solutions Philippines Inc. is seeking a Service Delivery Manager – Learning & Development Leader to oversee Training and Quality across multiple lines of business. You will design and deliver programs, manage performance initiatives, and implement QA frameworks to ensure consistent outcomes.

Responsibilities include SOP development, data-driven improvement, offshore training coordination, and leadership development within the team.