Operations Team Lead - Training and Quality

Filinvest Land Inc.; Metro Manila; On-site; PHP 360,000 - 540,000; Full time

Job summary

Filinvest Land, Inc. in the Philippines seeks a Training and Quality Assurance lead to implement onboarding, refresher, and upskilling programs, improving employee proficiency and performance to deliver high-quality customer service.

The role oversees quality monitoring and audit activities, drives coaching, and ensures calibration with supervisors to support continuous improvement and measurable training outcomes.

Qualifications

• Bachelor’s degree in Business or Social Sciences.
• Minimum 2 years in customer service training and QA audits.
• Background in training curriculum development.
• Experience facilitating training programs and coaching.
• Experience generating training reports and analysis.
• Experience developing and managing training programs.

Responsibilities

• Lead training and quality assurance teams and oversee onboarding, refresher, and upskilling programs.
• Oversee quality monitoring and audits to ensure compliance and improve outcomes.
• Provide coaching and calibration sessions with staff and supervisors.
• Implement structured refresher/upskilling programs to reduce errors.
• Prepare, analyze, and present productivity reports to drive improvements.

Skills

Training program facilitation

Quality assurance audits

Performance coaching

Curriculum development

Training reporting & analysis

Onboarding training

Program management

Education

Bachelor’s degree in Business or Social Sciences

Job description

FILINVEST COMPANY: Filinvest Land, Inc. (FLI)

WORKING SCHEDULE: Monday-Friday (8:00 AM - 5:48 PM)

OFFICE LOCATION: One Filinvest, ADB Avenue, San Antonio, Ugong Norte, Pasig First District, Pasig, Eastern Manila District, Metro Manila, 1605, Philippines

EMPLOYMENT TYPE: PROBATIONARY/REGULAR EMPLOYMENT

JOB SUMMARY

Leads the Training and Quality Assurance team and implements onboarding, refresher, and upskilling programs to enhance employee proficiency and performance. Oversees quality monitoring and audit activities to ensure compliance with operational standards, identifies performance gaps, and drives targeted coaching and learning interventions. Monitors training effectiveness, quality outcomes, and employee satisfaction to support continuous improvement and deliver high quality customer service.

DESCRIPTION OF FUNCTIONS

• Strengthen new-hire onboarding outcomes through the conduct of onboarding training.

• Strengthen Quality Monitoring and Audit governance to improve accuracy, compliance, and customer outcomes through performance of quality audits.

• Ensure performance coaching is conducted with staff and calibration sessions with supervisors are conducted regularly.

• Institutionalize structured refresher and upskilling programs to reduce recurring errors and performance variance.

• Prepare, analyze, and present regular productivity reports to drive operational improvements

QUALIFICATIONS

• Bachelor’s Degree, preferably in the field of Business or Social Sciences

• Minimum 2 years of experience in customer service training and quality assurance audits

• Background and basic background in training curriculum development

• Experience in facilitating training programs and conducting performance audit and coaching

• Experience in generating training reports and analysis

• Experience in developing, implementing, and managing training programs