Senior Training & Quality Specialist: Cross-Functional

ibex; Mandaluyong; On-site; PHP 670,000 - 1,004,000; Full time

Job summary

ibex is seeking a Senior Training & Quality Specialist to provide shared capacity across Training and Quality, supporting business-as-usual activities, projects, and continuous improvement.

The role will flex between Training and Quality based on priorities and complement existing Trainers, Quality Specialists, and Analysts. As an independent contributor, you will own assigned work, propose improvements, and collaborate within the established Training and Quality structure.

Qualifications

• Experience in coordinating and delivering training content and quality evaluations.
• Ability to collaborate with Trainers, Quality Specialists, and Analysts.
• Strong focus on continuous improvement and cross-functional projects.

Responsibilities

• Support the development, review, and maintenance of training content and resources.
• Assist with onboarding and development of new trainers and QA staff.
• Support Zendesk QA testing, calibration, and improvements across Training and Quality.
• Contribute to DSAT scrubbing and knowledge gaps identification.
• Lead or support Training and Quality projects and knowledge initiatives.
• Translate QA findings into actionable Training or process improvements.

Skills

Training delivery

Quality evaluation

Zendesk QA

Tools

Zendesk

AutoQA

QA tooling

Job description

ibex is seeking a Senior Training & Quality Specialist to provide shared capacity across Training and Quality, supporting business-as-usual activities, projects, and continuous improvement.

The role will flex between Training and Quality based on priorities and complement existing Trainers, Quality Specialists, and Analysts. As an independent contributor, you will own assigned work, propose improvements, and collaborate within the established Training and Quality structure.