Senior Training & Quality Leader

Carelon Global Solutions Philippines; Philippines; On-site; PHP 600,000 - 1,200,000; Full time

Job summary

Hammerjack Pty Ltd is seeking a Training Manager to oversee a team, drive high-quality service, and ensure adherence to policies and procedures. The role leads performance management, audits, and continuous improvement through reporting and cross-functional projects.

You will hire, onboard, coach, and develop staff while fostering a culture of accountability and customer excellence across the department.

Qualifications

• Minimum of 5 years in a progressively complex customer service environment with leadership responsibilities.
• Undergraduate degree considered with at least 5 years leadership training experience.
• Training strategy and execution focus to improve operational KPIs.

Responsibilities

• Provide daily leadership and oversight with a team unit to meet service standards, productivity, and quality goals.
• Establish, document, and maintain departmental policies; partner with stakeholders to improve workflows and standardize best practices.
• Conduct routine audits and quality reviews to monitor efficiency, accuracy, and compliance; implement corrective actions as needed.
• Prepare and deliver specialized reports on performance, quality, compliance, and metrics; present insights to leadership.
• Manage escalations and resolve complex customer issues while reinforcing consistent service practices.
• Lead and participate in special projects aligned to business priorities (process improvements, pilots, cross-functional initiatives).
• Hire, onboard, train, coach, and develop direct reports; provide ongoing feedback and performance evaluations.
• Promote a positive team culture focused on accountability, customer experience, and continuous improvement.

Skills

Leadership

Customer service

Training delivery

Training strategy

Performance management

Stakeholder management

LMS/Workday

Team development

Coaching

Education

Undergraduate degree considered with leadership training

Tools

LMS

Workday

Job description

Hammerjack Pty Ltd is seeking a Training Manager to oversee a team, drive high-quality service, and ensure adherence to policies and procedures. The role leads performance management, audits, and continuous improvement through reporting and cross-functional projects.

You will hire, onboard, coach, and develop staff while fostering a culture of accountability and customer excellence across the department.