Senior Training & Quality Leader - Drive CX Excellence

XtendOps; Cebu City; On-site; PHP 400,000 - 600,000; Full time

Job summary

A leading BPO company in Cebu City is seeking an experienced Senior Training and Quality Manager to lead training and quality initiatives. This role ensures compliance with performance standards and customer satisfaction goals while promoting continuous improvement. The ideal candidate will have a minimum of 5 years of experience in quality management within BPO, with strong leadership and communication skills.

Qualifications

• Minimum 5 years of experience in quality management or learning development in BPO.
• Strong expertise in KPIs, CSAT, FCR, and operational quality frameworks.
• Proven leadership and team development experience.

Responsibilities

• Lead the design and implementation of training programs.
• Oversee quality assurance processes and monitor performance metrics.
• Conduct quality audits and implement improvement plans.

Skills

Leadership expertise

Communication skills

Data-driven mindset

Problem-solving skills

Job description

A leading BPO company in Cebu City is seeking an experienced Senior Training and Quality Manager to lead training and quality initiatives. This role ensures compliance with performance standards and customer satisfaction goals while promoting continuous improvement. The ideal candidate will have a minimum of 5 years of experience in quality management within BPO, with strong leadership and communication skills.