Training and Quality Manager

IntouchCX; Manila; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

IntouchCX seeks a Quality Assurance / Training Manager in Manila to drive professional development and elevate client outcomes. You will lead QA and training initiatives, coach teams globally, and ensure consistent quality metrics across locations.

The role requires strong leadership, analytical thinking, and expertise in adult learning principles. You will collaborate with Operations and the client to implement corrective actions and continuous improvement programs.

Qualifications

• 3+ years of leadership experience in customer service or contact centers.
• Post‑secondary education preferred.
• Experience leading global teams and multi-location operations.

Responsibilities

• Proactively solicit and provide feedback by being honest and transparent.
• Plan, develop and implement comprehensive professional development and training plans.
• Promote an inclusive learning environment and facilitate staff meetings.
• Set and provide direction of new initiatives, opportunities and foster "best in practice" training and professional development.
• Provide coaching to global staff in quality assurance and training to support superior performance.
• Responsible for the effective selection, development, supervision, evaluation and training of direct reports.
• Perform routine audits and track call performance.
• Become the Subject Matter Expert (SME) and provide insight on behaviors, patterns, and quality compliance to the Operation Managers.
• Assist with or conduct training to keep the team updated on changes that may occur in information or procedures.
• Assign and monitor workload and performance of Trainers and Quality Analysts
• Participate in calibration sessions and ensure Quality Analysts complete timely calibration evaluations
• Address inconsistent scoring through coaching and assist with facilitation exercises, as assigned
• Identify and document any training and/or quality performance issues and elevate them to the Operations Manager, as appropriate
• Work with client and Operations Manager to perform corrective action
• Deliver corrective disciplinary, up‑skilling and coaching action as appropriate, and per company policy

Skills

Leadership

Communication

Analytical skills

Presentation skills

Adult learning

Education

Bachelor's Degree

Job description

About the Job

We are seeking a Quality Assurance / Training Manager to deliver extraordinary results for our clients. Working closely with multiple departments, this role is responsible for identifying areas of opportunity, developing solution plans, coaching team members and ensuring key metrics are achieved. We’re looking for a leader who has the vision, experience and passion to contribute to our culture and the success of our clients.

Training and Quality Manager Req #4412 Manila, Metro Manila, Philippines

As Quality Assurance/Training Manager, You Will…

• Proactively solicit and provide feedback by being honest and transparent
• Plan, develop and implement comprehensive professional development and training plans
• Promote an inclusive learning environment and facilitate staff meetings
• Set and provide direction of new initiatives, opportunities and foster "best in practice" training and professional development
• Provide coaching to global staff in quality assurance and training to support superior performance
• Responsible for the effective selection, development, supervision, evaluation and training of direct reports
• Perform routine audits and track call performance
• Become the Subject Matter Expert (SME) and provide insight on behaviors, patterns, and quality compliance to the Operation Managers
• Assist with or conduct training to keep the team updated on changes that may occur in information or procedures
• Assign and monitor workload and performance of Trainers and Quality Analysts
• Participate in calibration sessions and ensure Quality Analysts complete timely calibration evaluations
• Address inconsistent scoring through coaching and assist with facilitation exercises, as assigned
• Identify and document any training and/or quality performance issues and elevate them to the Operations Manager, as appropriate
• Work with client and Operations Manager to perform corrective action
• Deliver corrective disciplinary, up‑skilling and coaching action as appropriate, and per company policy

As Quality Assurance/Training Manager, You Have…

• 3+ years of leadership experience, preferably in the customer service industry
• Post‑secondary education preferred
• Demonstrated, progressive leadership and management skills, preferably in a contact center environment
• Experience leading teams in a global capacity
• Experience working in a fast paced environment across multiple locations globally
• Strong verbal and written communication skills
• Exceptional organizational and time management skills – must be able to multitask and prioritize
• Superior analytical skills, problem solving and decision making skills
• Demonstrated understanding of adult learning principles and/or training methodologies (ILT, eLearning, etc.)
• Understanding of continuous improvement plans
• Good understanding of business acumen
• Independent thinker
• Excellent presentation skills

IntouchCX will never ask for payment, money, financial or banking information during the recruitment process. We only communicate through official channels.

Should you receive a suspicious job offer, or posting, from anyone claiming to be an IntouchCX employee, please report it immediately to @intouchcx.com for review and validation.

Job DetailsPay TypeSalaryEducation LevelBachelor's Degree

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