Senior Quality & Training Lead, Travel Ops

Sutherland Company; Masamat; Presencial; PHP 600.000 - 900.000; Jornada completa

Descripción de la vacante

Sutherland Company seeks an operational Training & Quality Lead for its BPO partner to ensure frontline agents deliver accurate, compliant, and effortless traveler experiences. You will own QA across voice, chat, and email channels and lead onboarding, coaching, and certification to raise agent readiness.

You translate policy updates into training content, run calibration sessions, and perform daily audits to detect policy deviations and knowledge gaps.

Formación

• 3+ years in quality management, auditing, or training in a high-volume BPO environment.
• Experience designing and delivering onboarding, nesting, upskill, or refresher programs with aids and assessments.
• Auditing voice, chat, or email interactions against quality standards and running calibrations.
• Travel-related support operations experience is preferred.
• Familiarity with Lean, Six Sigma, Root Cause Analysis, and ADDIE or similar models.

Responsabilidades

• Operationalize QA frameworks, evaluation forms, and scoring for voice, chat, and email.
• Run regular calibration sessions to ensure scoring consistency across sites.
• Design onboarding, nesting, and refresher training with job aids and assessments.
• Create scenario-based roleplays, simulations, and knowledge checks for readiness.
• Convert audit findings into targeted training and coaching guides for floor teams.
• Identify KB gaps and drive content updates through analytics and stakeholders.
• Perform root-cause analysis on defects and feed insights to client operations and product teams.

Conocimientos

Learning design

Facilitation

Coaching

Calibration

Analytical thinking

Data-driven

Change management

Cross-functional comms

Descripción del empleo

Sutherland Company seeks an operational Training & Quality Lead for its BPO partner to ensure frontline agents deliver accurate, compliant, and effortless traveler experiences. You will own QA across voice, chat, and email channels and lead onboarding, coaching, and certification to raise agent readiness.

You translate policy updates into training content, run calibration sessions, and perform daily audits to detect policy deviations and knowledge gaps.