Training and Quality Manager

Recruitify_HR; Taguig; On-site; PHP 446,400 - 669,600; Full time

Job summary

A dynamic HR solutions provider in the Philippines is seeking a Training & Quality Manager. This role involves developing and delivering comprehensive training programs across various disciplines while ensuring high quality standards in customer interactions and operational processes. The ideal candidate will possess at least 6 months of relevant experience, preferably in the travel industry with BPO exposure, and demonstrate strong leadership capabilities. Join us to drive innovative training solutions and enhance operational efficiency.

Qualifications

• Minimum of 6 months relevant experience as a Training and Quality Manager.
• Strong background in the travel industry, preferably handling Expedia accounts.
• Experience with IGT, WNS, and Foundever is a priority.

Responsibilities

• Develop, deliver, and evaluate training programs across all disciplines.
• Oversee the quality of customer interactions and operational processes.
• Mentor and guide team members in best practices.

Skills

Training and development

Quality assurance

Mentoring

Customer service

Communication skills

Job description

Description

The Training & Quality Manager is responsible for developing, delivering, and evaluating training programs across technical and non-technical disciplines, while also ensuring the highest quality standards in customer interactions and operational processes. This role leads a team of specialists, mentors, and ensures alignment with departmental strategy and operational goals.

• Design, develop, and deliver training curriculum/materials for general workforce and specialized discipline/technical areas.
• Conduct discipline-specific training (e.g., Finance standards, internal controls, process/tool knowledge).
• Deliver non-technical training on workplace standards, general skills (communication, time management, Excel/document skills), and leadership/management development.
• Evaluate training effectiveness, monitor progress, and recommend improvements.
• Oversee or collaborate with vendors for content development and training delivery.
• Act as a subject matter expert (SME) in a specialized discipline while understanding related disciplines.
• Coach, mentor, and provide guidance to team members on best practices and skill development.
• Monitor and evaluate the quality of inbound/outbound calls and other customer contact channels (email, chat) for accuracy and adherence to standards.
• Document quality issues and performance metrics for management review.
• Provide feedback and support formal education/training for performance improvement.
• Drive the development of new solutions, processes, or programs to improve quality and operational efficiency.
• Ensure implementation of short- to medium-term initiatives aligned with departmental strategy.
• Develop and enforce policies, processes, and standards to support operational and tactical goals.
• Lead a team of specialists, sometimes with multiple hierarchical levels, managing the full employee lifecycle.
• Serve as final decision maker in areas of expertise, guiding both training and quality programs.

Requirements

• Minimum of 6 months relevant experience as a Training and Quality Manager.
• Strong background in the travel industry, preferably handling Expedia accounts.
• Experience with IGT, WNS, and Foundever is a priority.
• BPO experience is required.
• Ability to handle both Training and Quality functions.