Training Facilitator/ Quality Assurance Analyst

IntouchCX; Mabalacat; On-site; PHP 360,000 - 600,000; Full time

Job summary

IntouchCX in Clark Freeport, Pampanga, Philippines is seeking a Quality Assurance Analyst/Training Facilitator to monitor CSRs and Tier 2 teams across Voice, Email, Chat and Social channels, recording, reviewing and evaluating performance while delivering training materials with creative methods.

The role requires a BS/BA in Education or Business Administration, 3+ years of contact center experience, QA exposure, knowledge of adult learning principles, and strong MS Office skills, along with

Qualifications

• BS/BA in Education or Business Administration or equivalent work experience required.
• 3+ years of contact center experience preferred.
• 1-2 years of Quality Assurance experience preferred; knowledge of adult learning principles.
• Experience in customer service training.
• Proficient with MS Excel/Word/Office.
• Excellent communication and organizational skills.
• Ability to multi-task under high-pressure situations.
• Able to travel internationally.

Responsibilities

• Coach CSRs/Tier 2s on quality of service to ensure proper procedures are being followed.
• Complete Quality Assurance and coaching session reports weekly.
• Attend meetings with supervisors and managers to review monitoring lists.
• Attend partner and internal calibration meetings.
• Research escalated issues and co-deliver coaching opportunities with Team Leaders and Operation Managers.
• Report scripting problems or questions from callers to appropriate departments.
• Provide training to new and existing employees.
• Develop and deliver training plans and curriculum to classes of up to 25 people.
• Develop and utilize a variety of creative teaching techniques.
• Develops and administers knowledge assessment testing.
• Assist with QA monitoring, feedback and coaching.
• Maintain up-to-date reporting on training progress, effectiveness and improvements.
• Perform other duties as assigned.

Skills

Quality Assurance

Coaching

Training Delivery

Adult Learning Principles

Verbal Communication

Written Communication

Time Management

Attention to Detail

Problem Solving

Education

Bachelor's Degree in Education or Business Administration

Tools

MS Excel

MS Word

MS Office

Job description

About the Job

We are changing the way people think about customer service, and we need your help!

Are you a leader with a passion to help people learn? We’re looking for a Quality Assurance Analyst/Training Facilitator to monitor Customer Service Representatives (CSRs) and the daily performance of Tier 2 teams (CSA/CX) by recording, reviewing and evaluating Voice, Email, Chat and Social contacts. This role is responsible for delivering training materials to our team members using creative teaching techniques. We’re looking for a performance-driven individual who is eager to innovate new opportunities.

As Quality Assurance Analyst/Training Facilitator, You Will…

Main Responsibilities

• Coach CSRs/Tier 2s on quality of service to ensure proper procedures are being followed
• Complete Quality Assurance and coaching session reports on a weekly basis
• Attend and participate in meetings with supervisors and managers to review monitoring lists
• Attend and participate in partner and internal calibration meetings
• Research escalated issues and co-deliver coaching opportunities with Team Leaders and Operation Managers
• Report scripting problems or questions from callers to appropriate departments

Secondary Responsibilities

• Provide training to new and existing employees
• Develop and deliver training plans and curriculum to classes of up to 25 people
• Develop and utilize a variety of creative teaching techniques
• Develops and administers knowledge assessment testing
• Assist with QA monitoring, feedback and coaching
• Maintain up-to-date reporting on training progress, effectiveness and improvements
• Perform other duties as assigned

As Quality Assurance Analyst/Training Facilitator, You Have…

• BS/BA in Education or Business Administration or equivalent work experience required
• 3+ years previous contact center experience preferred
• 1-2 years of Quality Assurance experience (preferred)Knowledge of adult learning principles and the ability to implement these principles into a training curriculum
• Experience in customer service training
• Intermediate knowledge of MS Excel, MS Word and MS Office (required)
• Strong verbal and written communication skills, including spelling and grammar
• Excellent organizational and time management skills
• Ability to multi-task under high-pressure situations
• Ability to solve problems and offer suggestions in a positive and developmental manner
• Ability to listen attentively to use caller information to analyze and score CSRs/Tier 2 calls
• Ability to perform basic mathematical functions to ensure scoring accuracy
• Ability to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgrounds
• Valid travel documents for international travel

Training Facilitator/ Quality Assurance Analyst

Req #4397

Clark Freeport, Pampanga, Philippines

Posted Wednesday, September 2, 2026 at 6:00 p.m.

About IntouchCXIntouchCX 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 JobWe are changing the way people think about customer service, and we need your help!Are you a leader with a passion to help people learn? We’re looking for a Quality Assurance Analyst/Training Facilitator to monitor Customer Service Representatives (CSRs) and the daily performance of Tier 2 teams (CSA/CX) by recording, reviewing and evaluating Voice, Email, Chat and Social contacts. This role is responsible for delivering training materials to our team members using creative teaching techniques. We’re looking for a performance-driven individual who is eager to innovate new opportunities.As Quality Assurance Analyst/Training Facilitator, You Will…Main ResponsibilitiesCoach CSRs/Tier 2s on quality of service to ensure proper procedures are being followedComplete Quality Assurance and coaching session reports on a weekly basisAttend and participate in meetings with supervisors and managers to review monitoring listsAttend and participate in partner and internal calibration meetingsResearch escalated issues and co-deliver coaching opportunities with Team Leaders and Operation ManagersReport scripting problems or questions from callers to appropriate departmentsSecondary ResponsibilitiesProvide training to new and existing employeesDevelop and deliver training plans and curriculum to classes of up to 25 peopleDevelop and utilize a variety of creative teaching techniquesDevelops and administers knowledge assessment testingAssist with QA monitoring, feedback and coachingMaintain up-to-date reporting on training progress, effectiveness and improvementsPerform other duties as assignedAs Quality Assurance Analyst/Training Facilitator, You Have…BS/BA in Education or Business Administration or equivalent work experience required3+ years previous contact center experience preferred1-2 years of Quality Assurance experience (preferred)Knowledge of adult learning principles and the ability to implement these principles into a training curriculumExperience in customer service trainingIntermediate knowledge of MS Excel, MS Word and MS Office (required)Strong verbal and written communication skills, including spelling and grammarExcellent organizational and time management skillsAbility to multi-task under high-pressure situationsAbility to solve problems and offer suggestions in a positive and developmental mannerAbility to listen attentively to use caller information to analyze and score CSRs/Tier 2 callsAbility to perform basic mathematical functions to ensure scoring accuracyAbility to effectively interact with employees at all levels of the organization and work with a variety of people from diverse backgroundsValid travel documents for international travel

Job DetailsPay TypeSalaryEducation LevelBachelor's Degree