Senior Learning Specialist (Trainer)

International SOS (Phils.), Inc.; Pasig; On-site; PHP 480,000 - 720,000; Full time

Job summary

International SOS (Phils.), Inc. in Ortigas, Pasig is seeking a Senior Learning & Development Specialist to support service excellence through quality assurance, training, and coaching initiatives.

You will monitor quality across calls, cases, and interactions, drive improvements, and collaborate with Operations, Learning & Development, and leadership to enhance customer satisfaction. The role emphasizes audits, reporting, and coaching with a focus on NPS-driven quality metrics and compliance

Qualifications

• Bachelor's degree or equivalent work experience.
• At least 2 years in Quality Assurance within customer service, contact center, healthcare, logistics, or related environment.
• Experience conducting call audits, case reviews, and process quality checks.
• Strong analytical and reporting skills.
• Excellent verbal and written English communication.
• Proficient in Microsoft Office applications.
• Coaching or training experience is an advantage.
• Knowledge of NPS and customer satisfaction measurement preferred.

Responsibilities

• Conduct quality audits of calls, cases, emails, and customer interactions.
• Monitor and evaluate service quality performance against established standards.
• Provide feedback, coaching recommendations, and improvement plans to team members and managers.
• Investigate customer and client inquiries and support issue resolution.
• Coordinate quality reviews, calibration sessions, and performance discussions.
• Prepare and deliver monthly quality and performance reports.
• Monitor customer satisfaction and Net Promoter Score (NPS) results.
• Identify trends, recommend process improvements, and support quality initiatives.
• Ensure compliance with internal and external quality standards and audit requirements.
• Collaborate with Operations, Learning & Development, and leadership teams to improve service delivery.
• Support special projects and other business requirements as needed.

Skills

Quality Assurance

Call Audits

Data Analysis

Reporting

English Communication

MS Office

Coaching/Training

NPS Knowledge

Education

Bachelor's degree or equivalent

Tools

MS Office

Excel

PowerPoint

Word

Outlook

Job description

Title: Senior Learning & Development Specialist

Location: Ortigas, Pasig

Shift Schedule: Shifting

About the Role

We are looking for an experienced Assistant Quality Manager to support service excellence and quality assurance initiatives. This role is responsible for monitoring operational quality, driving continuous improvement, supporting training and coaching activities, and ensuring high levels of customer satisfaction across the business.

Key Responsibilities

• Conduct quality audits of calls, cases, emails, and customer interactions.
• Monitor and evaluate service quality performance against established standards.
• Provide feedback, coaching recommendations, and improvement plans to team members and managers.
• Investigate customer and client inquiries and support issue resolution.
• Coordinate quality reviews, calibration sessions, and performance discussions.
• Prepare and deliver monthly quality and performance reports.
• Monitor customer satisfaction and Net Promoter Score (NPS) results.
• Identify trends, recommend process improvements, and support quality initiatives.
• Ensure compliance with internal and external quality standards and audit requirements.
• Collaborate with Operations, Learning & Development, and leadership teams to improve service delivery.
• Support special projects and other business requirements as needed.

Qualifications

• Bachelor's degree or equivalent work experience.
• At least 2 years of experience in Quality Assurance within a customer service, contact center, healthcare, logistics, or related environment.
• Experience conducting call audits, case reviews, and process quality checks.
• Strong analytical and reporting skills.
• Excellent verbal and written English communication skills.
• Proficient in Microsoft Office applications (Excel, Word, Outlook, PowerPoint).
• Coaching or training experience is an advantage.
• Knowledge of NPS and customer satisfaction measurement is preferred