Quality & Training Lead for Telecom Ops (Hybrid)

IBM; Philippines; Hybrid; PHP 1,200,000 - 1,800,000; Full time

Job summary

IBM Consulting seeks a Steady State QA & Training Manager in the Philippines to lead QA and training for Level 1 and Level 2 agents in a telecommunications setting. You will guide Quality Analysts, Trainers, and Team Leads to ensure service excellence and continuous skill development.

The role emphasizes strategic QA frameworks, data-driven improvements, and collaboration with senior leaders to enhance customer satisfaction and performance across delivery centers.

Qualifications

• Minimum 6–8 years in quality assurance and/or training with 3–4 years in management in contact centers or telecoms.
• Proven track record leading quality and training functions with measurable impact on performance and customer satisfaction.
• Strong leadership, analytical, and strategic communication skills across levels.

Responsibilities

• Lead and develop teams of Quality Analysts, Team Leads, and Trainers.
• Set performance expectations, conduct reviews, and provide coaching.
• Develop QA strategies, scorecards, and KPIs aligned with business goals.
• Oversee QA monitoring across calls, chats, and emails and drive improvements.
• Design and maintain training curricula and resources for level 1 and 2 agents.
• Collaborate with operations and IT to optimize LMS and reporting platforms.

Skills

Leadership

Quality Assurance

Training Development

Data Analysis

Telecom Ops

People Management

Stakeholder Management

Education

Bachelor's Degree

Advanced degree preferred

Tools

LMS

Quality Monitoring Tools

Excel

PowerPoint

CoPilot

Job description

IBM Consulting seeks a Steady State QA & Training Manager in the Philippines to lead QA and training for Level 1 and Level 2 agents in a telecommunications setting. You will guide Quality Analysts, Trainers, and Team Leads to ensure service excellence and continuous skill development.

The role emphasizes strategic QA frameworks, data-driven improvements, and collaboration with senior leaders to enhance customer satisfaction and performance across delivery centers.