QA & Training Lead for Technical Support

CP360; Cebu City; On-site; PHP 480,000 - 720,000; Full time

Benefits offered by this job

HMO Medical Insurance

Dental Coverage

Paid Vacation and Sick Leave

13th-Month Pay

Career & Leadership Development

Corporate Employee Discounts

Job summary

CP360 in Cebu is seeking a Quality Assurance (QA) & Trainer to elevate the performance of our Technical Support Engineers handling PRTG monitoring. You will assess customer interactions, lead coaching sessions, and drive training programs to improve technical and soft skills.

Ideal candidates have 3+ years in support, QA, or training, with strong communication and knowledge of ticketing systems. This role emphasizes coaching, documentation, and continuous improvement within our growing CP360

Qualifications

• Bachelor's degree in Information Technology, Computer Science, Education, or related field, or equivalent experience.
• 3+ years of experience in Technical Support, Quality Assurance, Training, or related role.
• Experience conducting quality reviews and providing performance coaching.
• Experience delivering training in a technical support or IT environment.
• Strong understanding of customer support processes and troubleshooting methodologies.
• Excellent verbal and written communication skills.
• Strong presentation, facilitation, and coaching skills.
• Strong analytical and problem-solving abilities.
• Experience using ticketing systems such as Zendesk, ServiceNow, Jira, or similar platforms.
• Fluent in English.

Responsibilities

• Monitor and evaluate Technical Support Engineers' interactions across tickets, chat, email, and phone channels.
• Conduct quality audits and provide constructive feedback based on established quality standards.
• Track and analyze performance metrics, quality scores, and customer feedback.
• Identify trends, recurring issues, and opportunities for improvement.
• Perform calibration sessions with Team Leads and stakeholders to maintain scoring consistency.
• Ensure adherence to support processes, documentation standards, and customer service best practices.
• Generate quality reports and provide recommendations to improve team performance.
• Facilitate onboarding training for newly hired Technical Support Engineers.
• Deliver technical and soft-skills training programs to support employee development.
• Conduct refresher training sessions based on quality findings, product updates, and process changes.
• Provide one-on-one coaching to address knowledge gaps and improve performance.
• Create and maintain training materials, presentations, assessments, and learning resources.
• Support knowledge-sharing initiatives and promote best practices across the team.
• Evaluate training effectiveness through assessments, quality improvements, and performance results.
• Develop and maintain training documentation, support guides, and knowledge base content.
• Collaborate with SMEs to ensure training materials remain accurate and up to date.
• Identify documentation gaps and recommend process improvements.

Skills

Quality Assurance

Training delivery

Coaching

Quality metrics

English fluency

Communication

Education

Bachelor's degree in IT/CS/Education

Tools

Zendesk

ServiceNow

Jira

Job description

CP360 in Cebu is seeking a Quality Assurance (QA) & Trainer to elevate the performance of our Technical Support Engineers handling PRTG monitoring. You will assess customer interactions, lead coaching sessions, and drive training programs to improve technical and soft skills.

Ideal candidates have 3+ years in support, QA, or training, with strong communication and knowledge of ticketing systems. This role emphasizes coaching, documentation, and continuous improvement within our growing CP360