Training and Quality Manager

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

Job summary

IntouchCX is seeking a Quality Assurance / Training Manager to drive excellence across client engagements. The role collaborates with multiple departments to identify opportunities, craft solution plans, mentor staff, and ensure key metrics are achieved.

The candidate will shape quality standards and training programs, supporting superior performance globally. The position involves leading QA quality initiatives, conducting audits, and delivering coaching and development for direct reports.

Qualifications

• 3+ years of leadership experience in a customer service context
• Experience leading teams in a global capacity
• Demonstrated understanding of adult learning principles and training methodologies (ILT, eLearning, etc.)
• Strong verbal and written communication and exceptional organizational skills

Responsibilities

• Proactively solicit and provide feedback with honesty and transparency
• Plan and implement comprehensive professional development and training plans
• Promote an inclusive learning environment and facilitate staff meetings
• Provide coaching to global staff in quality assurance and training
• Audit call performance and calibrate QA evaluations
• Identify and document training/quality issues and escalate as needed
• Develop corrective actions with Operations Manager and client teams

Skills

Leadership experience

Customer service

Training

Quality assurance

Coaching

Verbal and written communication

Analytical skills

Time management

Adult learning principles

Presentation skills

Education

Post-secondary education

Job description

About IntouchCX

IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.

About IntouchCX

IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.

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.

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 [e-mail] for review and validation.