Strategic Training & Quality Lead

IntouchCX; Morong; On-site; PHP 600,000 - 1,200,000; Full time

Job summary

IntouchCX is seeking a Training and Quality Assurance Lead to oversee training initiatives, provide supervision, and ensure production objectives and performance standards are met in line with client metrics.

The role includes content creation for training policies and manuals, identifying opportunities, coaching staff, and driving measurable improvements. Strong instructional design, LMS proficiency, and contact-center experience are preferred.

Qualifications

• Post-secondary degree or certificate in Business Management.
• Minimum 3+ years working in learning and development.
• 1-2 years of quality assurance experience.
• Experience with instructional design and e-learning content.
• Experience in training programs and measuring ROI.

Responsibilities

• Oversee training initiatives and ensure performance objectives are met.
• Develop training policies, manuals and educational media.
• Coach team members based on performance evaluations.
• Analyze trainee performance and trends.
• Participate in client meetings and operational reviews.
• Collaborate with other departments to reach metric goals.
• Maintain calibration scores and training statistics.

Skills

Leadership

Coaching

Learning

Analytics

Communication

Instructional design

Education

Post-secondary degree in Business Management

Tools

LMS

CRM

G Suite

MS Office

Job description

IntouchCX is seeking a Training and Quality Assurance Lead to oversee training initiatives, provide supervision, and ensure production objectives and performance standards are met in line with client metrics.

The role includes content creation for training policies and manuals, identifying opportunities, coaching staff, and driving measurable improvements. Strong instructional design, LMS proficiency, and contact-center experience are preferred.