Quality Assurance & Capability Coach

Converge ICT Solutions Inc.; Taguig; Hybrid; PHP 558,000 - 781,000; Full time

Job summary

Converge ICT Solutions Inc. is seeking a QA & Organizational Capability Specialist to drive day-to-day quality audits, learning interventions, and continuous improvement. You will support frontline coaching, update SOPs, and help prevent defect recurrence across Sales, Implementation, and Aftersales.

The role emphasizes root cause analysis, training delivery, and maintaining a centralized knowledge repository to sustain compliance and elevate process performance.

Qualifications

• Experience in Quality Assurance or related training, or process improvement.
• Strong ability to facilitate learning and deliver training sessions.
• Proficient in writing SOPs and analyzing data to drive improvements.

Responsibilities

• Quality auditing across processes (Sales, Implementation, Aftersales).
• Facilitate onboarding, training sessions, and refresher modules based on audit trends.
• Participate in root cause analysis and implement corrective actions.
• Draft, update, and upload SOPs, work instructions, and job aids to the knowledge repository.
• Re-audit processes post-training to verify effectiveness and compliance.

Skills

Quality auditing

Instructional facilitation

SOP writing

Data analysis

Job description

Converge ICT Solutions Inc. is seeking a QA & Organizational Capability Specialist to drive day-to-day quality audits, learning interventions, and continuous improvement. You will support frontline coaching, update SOPs, and help prevent defect recurrence across Sales, Implementation, and Aftersales.

The role emphasizes root cause analysis, training delivery, and maintaining a centralized knowledge repository to sustain compliance and elevate process performance.