Senior Manager–Training & Quality |3+ Years BPO T&Q Manager | Apple/iOS/Mac Exp.

EPSILON GROUP SERVICES INC.; Metro Manila; On-site; PHP 1,339,000 - 1,451,000; Full time

Job summary

EPSILON GROUP SERVICES INC. is seeking a Senior Manager – Training & Quality to lead the BPO training and quality teams.

The role focuses on driving performance, stakeholder collaboration, and leveraging data and AI tools to deliver superior outputs on complex technology programs. The candidate must have at least 3 years in BPO Training & Quality leadership, hands-on Apple/iOS/Mac experience, and a track record across multiple geographies.

Qualifications

• At least 3 years of BPO Training & Quality leadership experience.
• Experience handling multiple geographies.
• Global stakeholder and cross-functional experience.
• Excellent written and verbal communication skills.
• Willing to work 100% onsite in Quezon City.
• Willing to work on a shifting schedule.

Responsibilities

• Lead Training and Quality functions within a BPO environment.
• Drive training effectiveness and quality performance.
• Develop strategies to improve training and operational results.
• Analyze performance data and develop actionable insights.
• Partner with global stakeholders and cross-functional teams.
• Support complex technology programs and evolving business requirements.
• Leverage AI and technology tools to enhance Training and Quality processes.
• Monitor KPIs and identify improvement opportunities.
• Lead, coach, and develop Training and Quality teams.
• Present performance insights to clients and senior stakeholders.
• Drive continuous improvement and best-practice initiatives.
• Ensure alignment with client requirements and operational standards.

Skills

BPO Training & Quality leadership

Apple/iOS/Mac experience

Data analytics

Stakeholder management

Job description

Senior Manager – Training & Quality | 3+ Years BPO Training & Quality Leadership | Apple, iOS & Mac Experience | ₱120K–₱130K | Quezon City

Location: Quezon City
Work Setup: 100% Onsite
Schedule: Shifting Schedule
Salary Package: ₱120,000–₱130,000

Role Overview

The Senior Manager – Training & Quality will lead Training and Quality functions for a complex technology program, drive performance improvement, manage global stakeholders, and leverage data, technology, and AI tools to support business outcomes.

Key Responsibilities

• Lead Training and Quality functions within a BPO environment
• Drive training effectiveness and quality performance
• Develop strategies to improve training and operational results
• Analyze performance data and develop actionable insights
• Partner with global stakeholders and cross-functional teams
• Support complex technology programs and evolving business requirements
• Leverage AI and technology tools to enhance Training and Quality processes
• Monitor KPIs and identify improvement opportunities
• Lead, coach, and develop Training and Quality teams
• Present performance insights to clients and senior stakeholders
• Drive continuous improvement and best-practice initiatives
• Ensure alignment with client requirements and operational standards

NON-NEGOTIABLE REQUIREMENTS

• At least 3 years of BPO Training & Quality leadership experience
• Relevant BPO experience handling Apple, iOS, and Mac accounts
• Experience handling multiple geographies
• Experience supporting complex technology programs
• Global stakeholder and cross-functional experience
• Strong data analytics and performance management skills
• Strong client-facing and stakeholder management experience
• Excellent written and verbal communication skills
• Willing to work 100% onsite in Quezon City
• Willing to work on a shifting schedule