Training & QA Lead - BPO Operations

Focusinc Group Corp.; Davao City; On-site; PHP 600,000 - 900,000; Full time

Job summary

FGC+ is looking for an experienced BPO professional to lead and strengthen our Training and Quality function across Davao and Bacolod. This role focuses on developing Trainers and QA Specialists, improving T&Q processes, and partnering with Operations to address performance and capability gaps.

The position reports directly to the Head of Operations. The ideal candidate will drive calibration, coaching programs, and standardization across campaigns while maintaining high quality and service

Qualifications

• 3+ years of BPO Training experience AND 3+ years of BPO Quality experience.
• Hands-on experience in both Training and Quality is required.
• Strong understanding of BPO operations and campaign requirements.
• Experience coaching Trainers and/or QA Specialists.
• Knowledge of adult learning, facilitation, QA monitoring, evaluation, and calibration.
• Experience developing training materials, SOPs, playbooks, job aids, or QA standards.
• Strong analytical, communication, presentation, and stakeholder management skills.
• Ability to support multiple campaigns and work across Davao and Bacolod.
• Proficient in MS Office.
• Strong ownership, organization, and continuous improvement mindset.

Responsibilities

• Lead and strengthen the Training and Quality function across Davao and Bacolod.
• Develop Trainers and QA Specialists; drive calibration and standardization.
• Improve Training & Quality processes and partner with Operations to address performance gaps.

Skills

BPO Training

BPO Quality

Coaching Trainers/QA

Adult Learning & Facilitation

Stakeholder Management

MS Office

Analytics & Presentation

Tools

MS Office

Job description

FGC+ is looking for an experienced BPO professional to lead and strengthen our Training and Quality function across Davao and Bacolod.

This role focuses on developing Trainers and QA Specialists, improving T&Q processes, and partnering with Operations to address performance and capability gaps. The position reports directly to the Head of Operations.

What You’ll Bring

• 3+ years of BPO Training experience AND 3+ years of BPO Quality experience.

• Hands-on experience in both Training and Quality is required.

• Strong understanding of BPO operations and campaign requirements.

• Experience coaching Trainers and/or QA Specialists.

• Knowledge of adult learning, facilitation, QA monitoring, evaluation, and calibration.

• Experience developing training materials, SOPs, playbooks, job aids, or QA standards.

• Strong analytical, communication, presentation, and stakeholder management skills.

• Ability to support multiple campaigns and work across Davao and Bacolod.

• Proficient in MS Office.

• Strong ownership, organization, and continuous improvement mindset.

Ready to take your Training and Quality experience to the next level? Join FGC+ and help shape how we develop people and deliver quality across our growing operations.