Sr. Training and Quality Manager

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

Overview

We are looking for an experienced Senior Training and Quality Manager to lead and oversee all training and quality initiatives in our BPO operations. This role ensures teams consistently meet performance standards, process compliance, and customer satisfaction goals while driving continuous improvement across the organization.

Key Responsibilities

• Lead the design, implementation, and management of comprehensive training programs for new hires and ongoing skill development.

• Oversee quality assurance processes, monitor KPIs, CSAT, FCR, and other performance metrics.

• Conduct quality audits, provide actionable feedback, and implement corrective and improvement plans.

• Collaborate with operations, team leads, and client stakeholders to identify performance gaps and training needs.

• Develop advanced learning materials, coaching frameworks, and process documentation.

• Analyze data to recommend strategic improvements to training, quality, and operational processes.

Qualifications

• Minimum 5 years of experience in, quality management, or learning and development in a BPO environment.

• Strong expertise in KPIs, CSAT, FCR, and operational quality frameworks.

• Proven leadership and team development experience.

• Excellent communication, coaching, and problem-solving skills.

• Data-driven and strategic mindset with the ability to influence operational improvements.

Core Competencies

• Strong leadership and decision-making skills.

• Ability to drive continuous improvement and change management initiatives.

• Detail-oriented, process-driven, and committed to operational excellence.

• Excellent coaching, mentoring, and team development abilities.