Steady State QA & Training Manager
IBM
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Job summary
IBM Consulting seeks a Steady State QA & Training Manager in the Philippines to lead QA and training for Level 1 and Level 2 agents in a telecommunications setting. You will guide Quality Analysts, Trainers, and Team Leads to ensure service excellence and continuous skill development.
The role emphasizes strategic QA frameworks, data-driven improvements, and collaboration with senior leaders to enhance customer satisfaction and performance across delivery centers.
Qualifications
- Minimum 6–8 years in quality assurance and/or training with 3–4 years in management in contact centers or telecoms.
- Proven track record leading quality and training functions with measurable impact on performance and customer satisfaction.
- Strong leadership, analytical, and strategic communication skills across levels.
Responsibilities
- Lead and develop teams of Quality Analysts, Team Leads, and Trainers.
- Set performance expectations, conduct reviews, and provide coaching.
- Develop QA strategies, scorecards, and KPIs aligned with business goals.
- Oversee QA monitoring across calls, chats, and emails and drive improvements.
- Design and maintain training curricula and resources for level 1 and 2 agents.
- Collaborate with operations and IT to optimize LMS and reporting platforms.
Skills
Education
Tools
Job description
A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You’ll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you’ll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success. You’ll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences.
In this role, you'll work in one of our IBM Consulting Client Innovation Centers (Delivery Centers), where we deliver deep technical and industry expertise to a wide range of public and private sector clients around the world. Our delivery centers offer our clients locally based skills and technical expertise to drive innovation and adoption of new technology.
The Quality and Training Manager is responsible for leading and integrating the quality assurance and training functions for Level 1 and Level 2 Customer Service Representatives in a telecommunications environment. This role oversees Quality Analysts, Quality Team Leads, and Customer Service Trainers to ensure service excellence, performance optimization, and continuous skill development. The Quality and Training Manager develops strategic initiatives, drives operational improvements, and partners with senior leadership to enhance customer satisfaction, employee performance, and business outcomes.
- Lead, manage, and develop teams of Quality Analysts, Quality Team Leads, and Customer Service Trainers.
- Set performance expectations, conduct performance reviews, and provide coaching and career development guidance.
- Foster a culture of quality excellence, continuous learning, and accountability across both functions.
- Recruit, onboard, and retain top talent for quality and training roles.
- Manage team schedules, workload distribution, and resource allocation to meet business demands.
- Develop and implement comprehensive quality assurance strategies, frameworks, and standards for customer service operations.
- Oversee the quality monitoring process for all customer interactions across multiple channels (calls, chats, emails).
- Establish quality scorecards, evaluation criteria, and performance metrics aligned with business objectives.
- Lead calibration efforts to ensure consistency, accuracy, and fairness in quality evaluations across all analysts.
- Analyze quality data, trends, and insights to identify systemic issues and drive corrective actions.
- Partner with Operations leadership to address performance gaps and implement improvement initiatives.
- Ensure compliance with telecommunications regulations, data privacy standards, and company policies.
- Design and oversee comprehensive training programs for new hires and ongoing development for Level 1 and Level 2 representatives.
- Ensure training curricula align with quality standards, business needs, and telecom industry requirements.
- Evaluate training effectiveness through performance metrics, quality scores, and customer satisfaction data.
- Develop and maintain training materials, resources, and tools including videos, manuals, e-learning modules, and job aids.
- Collaborate with subject matter experts to keep training content current with product updates, system changes, and process improvements.
- Implement innovative training methodologies including role-playing, simulations, and interactive learning activities.
- Develop and execute strategic plans for quality and training that support organizational goals and customer experience objectives.
- Prepare and present comprehensive reports, dashboards, and presentations to senior leadership on quality performance, training outcomes, and improvement initiatives.
- Conduct root cause analysis for quality issues, customer complaints, and service failures.
- Lead continuous improvement initiatives using data-driven insights and industry best practices.
- Establish key performance indicators (KPIs) and monitor progress toward quality and training goals.
- Manage budgets for quality and training operations, including tools, technology, and external resources.
- Partner with Operations Managers, Workforce Management, and senior leadership to align quality and training initiatives with business priorities.
- Collaborate with IT and system teams to optimize quality monitoring tools, Learning Management Systems (LMS), and training platforms.
- Serve as a strategic advisor on quality and performance matters to executive leadership.
- Support change management initiatives by preparing teams for new processes, tools, or organizational changes.
Bachelor's Degree
Bachelor's Degree
- Minimum 6–8 years of progressive experience in quality assurance and/or training, with at least 3–4 years in a management role within a contact center or telecommunications environment.
- Proven track record of leading quality and training functions with measurable impact on performance and customer satisfaction.
- Strong leadership and people management skills with experience developing high-performing teams.
- Deep expertise in quality assurance methodologies, contact center operations, and adult learning principles.
- Excellent analytical and strategic thinking skills with the ability to translate data into actionable insights and business recommendations.
- Outstanding communication, presentation, and influencing skills with the ability to engage stakeholders at all organizational levels.
- Proficiency with quality monitoring tools, Learning Management Systems (LMS), workforce management platforms, and reporting software.
- Advanced proficiency with Microsoft Office Suite, including Excel for data analysis, PowerPoint for executive presentations, and CoPilot.
- Experience using GenAI tools for process optimization, content development, and analysis.
- Strong project management and organizational skills with the ability to manage multiple strategic initiatives simultaneously.
- Budget management experience and understanding of resource allocation.
- Bachelor's degree in Business Administration, Education, Human Resources, Communications, or a related field; Master's degree preferred.
- Extensive experience in telecommunications, technical support, or complex customer service environments.
- Certification in Six Sigma, Lean, or other continuous improvement methodologies (Green Belt, Black Belt).
- Professional training certifications (e.g., CPTD, ATD, CPLP) are highly desirable.
- Experience with instructional design, curriculum development, and e-learning technologies.
- Knowledge of industry regulations, compliance standards, and data privacy requirements in telecommunications.
- Flexible availability to support operations across various shifts and time zones as needed.
- Ability to travel occasionally for training delivery, calibration sessions, or business meetings.
- Strong adaptability to changing business priorities, organizational needs, and industry developments.
- Successful completion of background verification, including employment history, education, and criminal record.
IBM is proud to be an equal‑opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, neurodivergence, age, or other characteristics protected by the applicable law. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
IBM Consulting is IBM’s consulting and global professional services business, with market leading capabilities in business and technology transformation. With deep expertise in many industries, we offer strategy, experience, technology, and operations services to many of the most innovative and valuable companies in the world. Our people are focused on accelerating our clients’ businesses through the power of collaboration. We believe in the power of technology responsibly used to help people, partners and the planet.
In a world where technology never stands still, we understand that, dedication to our clients success, innovation that matters, and trust and personal responsibility in all our relationships, lives in what we do as IBMers as we strive to be the catalyst that makes the world work better.
Being an IBMer means you’ll be able to learn and develop yourself and your career, you’ll be encouraged to be courageous and experiment everyday, all whilst having continuous trust and support in an environment where everyone can thrive whatever their personal or professional background.
Our IBMers are growth minded, always staying curious, open to feedback and learning new information and skills to constantly transform themselves and our company. They are trusted to provide on-going feedback to help other IBMers grow, as well as collaborate with colleagues keeping in mind a team focused approach to include different perspectives to drive exceptional outcomes for our customers. The courage our IBMers have to make critical decisions everyday is essential to IBM becoming the catalyst for progress, always embracing challenges with resources they have to hand, a can-do attitude and always striving for an outcome focused approach within everything that they do.
Are you ready to be an IBMer?
IBM’s greatest invention is the IBMer. We believe that through the application of intelligence, reason and science, we can improve business, society and the human condition, bringing the power of an open hybrid cloud and AI strategy to life for our clients and partners around the world.
Restlessly reinventing since 1911, we are not only one of the largest corporate organizations in the world, we’re also one of the biggest technology and consulting employers, with many of the Fortune 500 companies relying on the IBM Cloud to run their business.
At IBM, we pride ourselves on being an early adopter of artificial intelligence, quantum computing and blockchain. Now it’s time for you to join us on our journey to being a responsible technology innovator and a force for good in the world.
IBM is proud to be an equal‑opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, neurodivergence, age, or other characteristics protected by the applicable law. IBM is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
For additional information about location requirements, please discuss with the recruiter following submission of your application.
Steady State QA & Training Manager
125788
QUEZON CITY
National Capital Region (Manila)
Philippines
Hybrid
Project Management
Regular
Professional
(0856) IBM Business Services
Night
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