Telecom Quality & Training Leader

IBM; Philippines; On-site; PHP 1,400,000 - 2,000,000; Full time

Job summary

IBM Consulting in the Philippines seeks a Quality and Training Manager to lead QA and training for Level 1 and Level 2 customer service teams in a telecom environment.

You will guide QA analysts, team leads, and trainers to ensure service excellence, build scalable training programs, and report outcomes to senior leadership. This role requires strong leadership, data-driven decision making, and collaboration with Operations and IT.

Qualifications

• Minimum 6–8 years in quality assurance and/or training, with 3–4 years in management within contact center or telecom.
• Proven track record leading quality/training with measurable impact on performance and customer satisfaction.
• Strong leadership, people management, and ability to develop high-performing teams.
• Deep expertise in QA methodologies, contact center operations, and adult learning principles.
• Excellent analytical and strategic thinking with data-driven decision making.
• Outstanding communication and influencing skills for stakeholder engagement.
• Proficiency with QA monitoring tools, LMS, and reporting software.
• Advanced MS Office skills (Excel, PowerPoint) and familiarity with AI-assisted tools.

Responsibilities

• Lead, manage, and develop QA Analysts, Team Leads, and Trainers.
• Set performance expectations, conduct reviews, and provide coaching.
• Foster a culture of quality, learning, and accountability.
• Recruit, onboard, and retain talent for quality and training roles.
• Oversee quality assurance strategies and multi-channel monitoring.
• Design and oversee comprehensive training programs for new hires and ongoing development.
• Develop training materials and collaborate with SMEs for content updates.
• Develop and present reports and dashboards to senior leadership.
• Drive continuous improvement initiatives using data-driven insights.

Skills

Leadership

People management

Quality assurance

Training

Data analytics

Strategic thinking

Communication

Process improvement

Stakeholder management

Project management

Education

Bachelor's degree

Master's degree

Tools

LMS

Quality monitoring tools

Reporting software

Workforce management platforms

Excel

PowerPoint

CoPilot

Job description

IBM Consulting in the Philippines seeks a Quality and Training Manager to lead QA and training for Level 1 and Level 2 customer service teams in a telecom environment.

You will guide QA analysts, team leads, and trainers to ensure service excellence, build scalable training programs, and report outcomes to senior leadership. This role requires strong leadership, data-driven decision making, and collaboration with Operations and IT.