Senior Manager, Training & Quality - Strategic Leader

cnx; Quezon City; On-site; PHP 150,000 - 230,000; Full time

Job summary

cnx in Quezon City, Philippines, seeks a Sr. Manager, Training and Quality to lead the Training & Quality function across multiple sites. You will align training delivery, quality monitoring, governance, and continuous improvement with business and client expectations.

The role requires building and guiding high-performing teams, driving data-informed decisions, and partnering with Operations, Client, and Account Management. Travel may be required in this senior leadership position.

Qualifications

• Bachelor’s degree preferred.
• Significant experience in Training, Quality, Learning, Quality Assurance, or contact center operations.
• Strong people leadership experience (managers, supervisors, or senior specialists).
• Strong written, verbal, facilitation, and presentation skills.
• Proficient in Microsoft Office applications.
• Ability to lead large or complex teams and drive business outcomes through others.
• Strong analytical and strategic thinking, including trend analysis and root cause identification.
• Ability to build strong working relationships with internal and external stakeholders.
• Ability to work with multiple priorities in a fast-paced environment.
• Occasional travel may be required.

Responsibilities

• Provides strategic and operational leadership for the Training & Quality function across assigned portfolio(s), programs, sites, or geographies.
• Establishes direction for training delivery, quality monitoring, calibration, certification, governance, and process improvement activities.
• Builds, develops, and leads high-performing teams and leaders who continuously improve capability, performance, and engagement.
• Reviews business performance, identifies trends, determines root causes, and ensures corrective and preventive actions are implemented.
• Partners with senior operations leaders, clients, account management, and support teams to align Training & Quality strategies with business and client requirements.
• Oversees audits, compliance reviews, reporting, and process standardization across the assigned scope.
• Drives initiatives that improve quality of support, enhance workforce preparation, reduce cost, and strengthen operational effectiveness.
• Ensures effective use of data, insights, and performance reviews to support decision-making and long-term planning.
• Leads complex, cross-functional task forces and improvement initiatives involving Operations, Client, Account Management, and Resource Unit partners.
• Provides executive-level updates, recommendations, and performance insights to internal and external stakeholders.
• Ensures applicable internal and client-required certification and training processes are implemented and maintained.
• Supports organizational readiness for growth, transformation, new business, and changing client requirements.

Skills

People leadership

Strategic thinking

Data analysis

Presentation skills

MS Office

Stakeholder management

BPO operations

Education

Bachelor’s degree preferred

Tools

Quality monitoring tools

Job description

cnx in Quezon City, Philippines, seeks a Sr. Manager, Training and Quality to lead the Training & Quality function across multiple sites. You will align training delivery, quality monitoring, governance, and continuous improvement with business and client expectations.

The role requires building and guiding high-performing teams, driving data-informed decisions, and partnering with Operations, Client, and Account Management. Travel may be required in this senior leadership position.