Senior Training and Quality Leader – Multi-Site

iQor (branded as iQor CXBPO™); Mabalacat; Hybrid; PHP 1,200,000 - 2,000,000; Full time

Job summary

iQor is seeking a Senior Training and Quality Manager to oversee training and quality teams across programs. The role emphasizes leadership development, ensuring client contract compliance, and exceeding client expectations, with travel between sites and internationally.

The ideal candidate will have extensive experience in training and QA within a call center environment and strong people leadership, communication and strategic planning skills to drive performance and customer satisfaction.

Qualifications

• 10+ years Training and QA experience in a call center.
• 7+ years supervisory experience.
• Strong knowledge of the call center industry and client metrics.

Responsibilities

• Leads a team of Training and Quality Leaders across multiple sites and clients by providing direction, support and career development.
• Coordinate with program training and quality managers regarding client needs and training and quality expectations for leadership development.
• Enhances or creates Training and Curriculum Development processes to improve customer satisfaction, productivity and team performance.
• Drives engagement and retention of trainers and agents by aligning with iQor’s core values.
• Coaches leaders to meet call center goals while adhering to processes and policies.
• Sets goals and tracks team metrics; creates action plans for underperformers.
• Ensures training goals and refreshers are completed corporate-wide.
• participates in leader selection and development and supports program ramps.
• Manages training observations, survey feedback and development plans.

Skills

Training & QA leadership

Call center knowledge

Supervisory experience

Communication skills

Budgeting & planning

Travel willingness

Education

Bachelor's degree or equivalent (BA/BS)

Job description

iQor is seeking a Senior Training and Quality Manager to oversee training and quality teams across programs. The role emphasizes leadership development, ensuring client contract compliance, and exceeding client expectations, with travel between sites and internationally.

The ideal candidate will have extensive experience in training and QA within a call center environment and strong people leadership, communication and strategic planning skills to drive performance and customer satisfaction.