Training And Quality Manager

Jardine Service Centre; Mandaluyong; On-site; PHP 900,000 - 1,350,000; Full time

Job summary

Jardine Service Centre Philippines is seeking a Training and Quality Manager to lead the design, implementation, and continuous improvement of training programs and QA processes for the centralized reservations migration. This role ensures that all customer service and operational standards are met and sustained throughout the transition.

You will drive coaching, data analysis, and calibration of quality metrics to support luxury service outcomes, while partnering with global trainers and brand

Qualifications

• Experience leading training delivery and QA in luxury hospitality or premium reservations.
• Design, write, and customize training playbooks and onboarding modules with brand teams.
• Establish call recording analysis, monitoring, and calibration practices.
• Deliver objective feedback to drive quality standards and staff development.
• Align with luxury service behaviors and premium customer experience ethics.
• Familiarity with CRS, PMS, and contact center tech; Genesys a bonus.

Responsibilities

• Lead design, implementation, and continuous improvement of training programs.
• Oversee quality assurance processes for centralized reservations migration.
• Partner with stakeholders to translate brand standards into training packs.
• Facilitate onboarding training for pilot reservation desk team.
• Map curricula to call types and reservation procedures for readiness.
• Lead coaching, feedback loops, and coaching-of-coaches sessions.
• Track and report quality metrics to Operations and Transition leads.
• Calibrate evaluation scores to maintain luxury service alignment.
• Identify gaps and design rapid-refresher modules to boost CX.

Skills

Training delivery

Quality assurance

Coaching

Call monitoring

Performance calibration

Data analysis

Tools

CRS

PMS

Genesys

Job description

Jardine Service Centre Philippines is an organization fully owned by Jardine Matheson Group which is a diversified Asian-based group with unsurpassed experience in the region, having been founded in 1832. JSC is responsible for providing back-office support to the business units of Jardine Group by administrating transactional and rule-based activities. We aim to deliver world-class services to our internal customers in a cost-efficient manner via process harmonization, application of state-of-the-art technologies, automation and process simplification.

We are seeking a Training and Quality Manager to lead the design, implementation, and continuous improvement of training programs and quality assurance processes for the centralized reservations migration. This role ensures that all customer service and operational standards are met and sustained throughout the transition.

Duties and Supporting Responsibilities

• Partner closely with the Transition and Operations Consultant, Reservations Director, global trainers, and brand stakeholders to conduct deep-dive training data discovery, leveraging any existing training materials.


• Translate corporate brand standards, reservation system workflows, and localized SOPs into highly effective training packs for new hires.


• Facilitate classroom and practical onboarding training for the initial pilot reservation desk team, ensuring a rapid uptake of luxury service delivery skills.


• Map curriculum modules against localized call types and reservation handling procedures to maximize operational readiness.


• Establish and execute a rigorous daily/weekly call-listening schedule to evaluate service quality, language precision, and process adherence, including the requirement to interrogate the call recording library.


• Lead 1-on-1 coaching sessions, coach the coach sessions, and constructive feedback loops to support the career and performance aspirations of the reservation desk team.


• Track, analyze, and report key quality metrics and performance trends to the Operations Manager and the Transition Consultant.


• Calibrate evaluation scores with the Reservations Director and local operations leadership to maintain strict luxury service alignment.


• Identify performance gaps and design targeted, rapid-response refresher training modules to optimize customer experience and conversion outcomes.

Qualifications

• Minimum 3–5 years of experience leading training delivery and quality assurance within a high-end luxury hospitality brand, premium contact center, or centralized hotel reservations environment.


• Proven experience collaborating with corporate brand teams to design, write, and customize training playbooks, SOP materials, and onboarding modules.


• Strong background in establishing transactional quality monitoring processes, including call recording analysis and performance calibration.


• Complete alignment with five-star hospitality behaviors, luxury communication styles, and premium service delivery ethics.


• Exceptional ability to deliver objective, actionable feedback that motivates agents and accelerates professional quality standards.


• Familiarity with modern Central Reservation Systems (CRS), Property Management Systems (PMS), and standard contact center telephony/recording infrastructure. Familiarity with Genesys is a bonus.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

At JSC, you can play a role in our business success. We understand that key to our success is our people, which is our foundation and priority. We invest in our people to ensure we have the right talent with the leadership and strategic skills the company needs for the future.

We are an equal opportunity employer and do not discriminate on the grounds of sex, race, disability, family status or any other factors.