Service Quality & Learning Specialist

3M GLOBAL SERVICE CENTER PHILIPPINES; Philippines; Remote; PHP 500,000 - 800,000; Full time

Job summary

3M Global Service Center Philippines is seeking a Training and Service Quality Specialist to strengthen employee capability, service quality, and customer experience across Customer Service operations. You will design and deliver learning solutions, assess competency, evaluate service quality, analyze performance trends, and coach to drive improvements.

You will partner with Operations, HR, and process owners to promote continuous learning, service quality, accountability, and customer

Qualifications

• Design, develop, deliver, and improve training programs for customer service operations.
• Apply adult-learning principles to create effective learning experiences.
• Identify knowledge gaps and translate requirements into practical training materials.
• Conduct training needs analyses using performance data and stakeholder feedback.
• Provide coaching and remediation plans to improve performance.
• Collaborate with Operations, HR, and process owners to implement improvements.

Responsibilities

• Design and deliver training solutions for customer service and front-line operations.
• Facilitate onboarding, process, systems, and refresher training.
• Assess competency and monitor readiness through assessments and simulations.
• Analyze performance trends to identify root causes and training needs.
• Provide coaching and reinforcement plans to close capability gaps.
• Partner with Operations to ensure smooth transition from training to live operations.

Skills

Training design

Adult-learning principles

Quality evaluation

Data analysis

Coaching

Cross-functional collaboration

Performance improvement

Education

Bachelor’s degree or higher

Job description

3M Global Service Center Philippines is seeking a Training and Service Quality Specialist to strengthen employee capability, service quality, and customer experience across Customer Service operations. You will design and deliver learning solutions, assess competency, evaluate service quality, analyze performance trends, and coach to drive improvements.

You will partner with Operations, HR, and process owners to promote continuous learning, service quality, accountability, and customer