Training and Quality Manager - Cebu

IntouchCX; Cebu City; Sur place; PHP 670 000 - 1 339 000; Plein temps

Résumé du poste

IntouchCX in Cebu City, Philippines is seeking an experienced Quality Assurance & Training Manager to elevate service quality, drive agent performance, and implement scalable QA frameworks across voice and digital channels.

You will lead a global team of Trainers and QA Analysts, set KPIs, mentor staff, and deliver targeted learning interventions while partnering with Operations and client stakeholders to close performance gaps.

Qualifications

• 3+ years of progressive leadership experience managing training or QA in a fast-paced contact center or BPO.
• Global team management: leading remote teams across multiple locations/time zones.
• Knowledge of adult learning principles and instructional design frameworks.
• Analytical problem-solving: diagnose gaps and plan corrective actions.
• Stakeholder management: present insights to senior leaders and clients.
• Operational execution: manage priorities and cross-department alignment.
• Education: Bachelor's degree; certifications like COPC/Lean Six Sigma/CPTD are a plus.

Responsabilités

• Lead and develop Trainers and QA Analysts, set KPIs, and conduct performance reviews.
• Oversee QA programs across voice and digital channels; calibrate scoring.
• Design and deliver onboarding, product/process training, and upskilling curricula.
• Translate quality data into exec-ready insights and drive process improvements.

Connaissances

Leadership

Global team management

Analytical problem solving

Stakeholder management

Operational execution

Adult learning principles

Instructional design

QA methodologies

Formation

Bachelor's degree or equivalent experience

Certifications (COPC, Lean Six Sigma, CPTD) advantageous

Description du poste

About the Role

We are seeking an experienced and strategic Quality Assurance & Training Manager to drive operational excellence, elevate talent development, and deliver world-class service to our clients. In this cross-functional leadership role, you will bridge the gap between quality standards and employee capability—identifying performance trends, executing targeted learning interventions, and upholding rigorous QA frameworks.

The ideal candidate is a collaborative people manager with a strong analytical mindset, deep expertise in contact center operations, and a passion for building high-performing, inclusive teams in a global environment.

Key Responsibilities

Team Leadership & People Management

• Recruit, develop, mentor, and evaluate a high-performing global team of Trainers and Quality Assurance Analysts.

• Establish clear team KPIs, balance workloads, and conduct regular performance reviews to foster continuous growth.

• Cultivate an open, transparent, and inclusive culture rooted in constructive feedback and ongoing professional development.

• Administer coaching, upskilling initiatives, and performance improvement plans (PIPs) in accordance with company policy.

Quality Assurance & Compliance

• Oversee end-to-end quality monitoring programs, tracking interaction performance across voice and digital channels.

• Lead regular calibration sessions across QA teams and operational leaders to standardize scoring integrity and eliminate evaluation variance.

• Serve as the QA Subject Matter Expert (SME), analyzing quality compliance trends, behavioral patterns, and customer sentiment to deliver actionable insights to Operations.

• Collaborate directly with Operations Managers and client stakeholders to design and execute root‑cause corrective action plans.

Training & Instructional Strategy

• Architect, implement, and govern comprehensive training curricula, covering new-hire onboarding, product/process changes, and continuous upskilling.

• Apply adult learning theory across blended formats (instructor-led training, virtual delivery, eLearning modules, and self‑paced tracks).

• Partner with operational leaders to identify skill gaps and design rapid-response refresher sessions for emerging operational changes.

Continuous Improvement & Operational Strategy

• Translate complex quality data into executive reports, identifying systemic opportunities for process optimization and agent performance gains.

• Proactively champion best‑in‑class methodologies to enhance customer satisfaction (CSAT), first‑contact resolution (FCR), and QA audit compliance.

Qualifications & Requirements

• Experience: 3+ years of progressive leadership and supervisory experience, specifically managing training and/or QA functions within a fast‑paced contact center or BPO environment.

• Global Team Management: Proven track record of leading, engaging, and developing remote or distributed teams across multiple global locations and time zones.

• Methodological Expertise: Strong working knowledge of adult learning principles, instructional design frameworks, and structured contact center QA methodologies.

• Analytical Problem‑Solving: Advanced data analysis skills with the ability to diagnose performance gaps, pinpoint root causes, and build measurable corrective strategies.

• Stakeholder Management: Exceptional verbal, written, and presentation skills, with comfort presenting insights and action plans to senior operations leaders and external clients.

• Operational Execution: Demonstrated ability to manage competing priorities, drive cross‑departmental alignment, and operate independently under minimal supervision.

• Education: Bachelor’s degree or relevant post‑secondary education preferred; equivalent industry experience and recognized certifications (e.g., COPC, Lean Six Sigma, CPTD) are an asset.