Quality & Training Architect for Global CES

Nestle; Meycauayan; On-site; PHP 1,200,000 - 1,800,000; Full time

Benefits offered by this job

None

Job summary

Nestlé Business Solutions in the Philippines seeks a Quality and Training Lead to govern quality and capability across outsourced Consumer Engagement Services (CES) vendors. You will establish standards for training, certification, and learning while coaching trainer programs and driving continuous improvements across markets and vendors.

You will collaborate with Operations, Knowledge Management, Compliance, HR/L&D, and product quality teams to ensure high standards of consumer care, regulatory

Qualifications

• Bachelor’s degree in Education, Psychology, Communications, Business, Quality Management, or a related field
• “Minimum 7 years of experience in Contact Center, Consumer Care, Quality Assurance, Training, or operational capability development”
• “Minimum 3 years of experience leading Quality Assurance and/or Training governance across multiple programs, sites, or vendors”
• “Strong expertise in quality scorecard design, sampling, calibration, critical-error management, root-cause analysis, and corrective action planning”
• “Strong knowledge of adult learning, training needs analysis, instructional design, facilitation, assessment, certification, nesting, and training effectiveness”
• “Proven experience designing and managing Train-the-Trainer, coaching, certification, and operational readiness programs”
• “Strong analytical capability with the ability to translate quality and consumer data into actionable insights and improvement plans”
• “Experience working with outsourced vendors and facilitating alignment across multiple partners and stakeholders”
• “Experience with continuous improvement methodologies and quality governance frameworks”
• “Advanced proficiency in Microsoft Excel and PowerPoint, with exposure to QA platforms, call recording or speech analytics tools, Learning Management Systems, CRM platforms, and Power BI”

Responsibilities

• Lead the quality governance framework across multiple vendors, including quality evaluation standards, scorecards, sampling, critical-error controls, appeals, calibration, and performance reporting
• Drive cross-vendor and market calibration activities, ensuring consistent interpretation of quality standards and timely resolution of recurring issues and performance gaps
• Analyze quality results, defects, complaints, repeat contacts, and consumer feedback to identify root causes, generate actionable insights, and drive corrective and preventive actions
• Establish training governance standards covering training needs analysis, instructional design, facilitation, learning materials, assessments, attendance, certification, and training records
• Lead Train-the-Trainer (TTT) programs, ensuring vendor trainers are effectively certified, observed, coached, and recertified against established standards
• Define certification and nesting frameworks, including readiness requirements, assessment thresholds, early-tenure support, audit intensity, and graduation criteria
• Measure training effectiveness by evaluating knowledge transfer, behavioral change, operational performance, error reduction, and sustained learning outcomes
• Ensure approved knowledge content, process changes, tools, and critical updates are effectively integrated into training programs and quality controls
• Partner with CES Operations, Markets, Knowledge Management, Workforce and Data teams, Compliance, Privacy, HR/L&D, Product Quality, and other key stakeholders to drive quality and capability excellence
• Collaborate with vendor QA leaders, trainers, operations leaders, coaching teams, and technology partners to strengthen vendor performance and ensure consistent service delivery
• Champion continuous improvement initiatives that enhance consumer experience, quality performance, employee capability, compliance, and operational effectiveness

Skills

Quality governance

Training governance

Root-cause analysis

Training design

Facilitation

Coaching

Stakeholder management

Project coordination

Data-driven improvement

Quality program management

Education

Bachelor’s degree in Education, Psychology, Communications, Business, Quality Management, or a related field

Tools

Excel

PowerPoint

LMS

CRM platforms

Power BI

Job description

Nestlé Business Solutions in the Philippines seeks a Quality and Training Lead to govern quality and capability across outsourced Consumer Engagement Services (CES) vendors. You will establish standards for training, certification, and learning while coaching trainer programs and driving continuous improvements across markets and vendors.

You will collaborate with Operations, Knowledge Management, Compliance, HR/L&D, and product quality teams to ensure high standards of consumer care, regulatory