Training & Quality Assurance Manager

Antasis Inc.; Philippines; On-site; PHP 502,000 - 614,000; Full time

Benefits offered by this job

Competitive salary

Benefits package

HMO coverage

Incentives & leave credits

Day shift Monday–Friday

Career growth opportunities

Job summary

Antasis Inc. is expanding its customer service operations and seeks a Training & Quality Assurance Manager to lead quality and training across multiple accounts. You will build programs, oversee onboarding, and drive improvements in QA, CSAT, and agent performance.

You will manage SOPs, coaching plans, and calibration sessions with Team Leaders, Operations, and clients, while reporting progress against quality targets. The role offers day-shift hours and growth opportunities.

Qualifications

• At least 5 years of BPO experience, including 3 years in QA, Training, or related leadership roles.
• Proven track record of improving QA scores, CSAT, and overall agent performance.
• Experience managing quality and training functions across multiple accounts.
• Strong leadership, coaching, analytical, and stakeholder management skills.
• Excellent written and verbal English communication.

Responsibilities

• Lead Training: Oversee new-hire onboarding, product training, refresher sessions, and agent development.
• Drive Quality: Establish QA standards and monitor calls, chats, and emails across campaigns.
• Improve Performance: Identify performance gaps, investigate escalations, and implement coaching and corrective action plans.
• Manage Processes: Maintain SOPs, scripts, knowledge bases, and training materials.
• Lead Calibration: Facilitate quality calibration with Team Leaders, Operations, and clients.
• Monitor Results: Track QA, CSAT, training effectiveness, and escalation trends.
• Report to Management: Present performance insights, improvement plans, and progress against quality targets.

Skills

QA leadership

Training management

Stakeholder management

Analytical skills

English communication

Excel/Google Sheets

Education

Bachelor's degree or equivalent

Tools

Zendesk

Freshdesk

Salesforce

Job description

Antasis is expanding its customer service operations, and we're looking for a results-driven Training & Quality Assurance Manager to lead our quality and training functions across multiple customer service accounts.

We need a hands-on leader who can develop people, strengthen service standards, improve customer satisfaction, and drive measurable operational performance.

What You'll Do

• Lead Training: Oversee new-hire onboarding, product training, refresher sessions, and agent development.

• Drive Quality: Establish QA standards and monitor calls, chats, and emails across campaigns.

• Improve Performance: Identify performance gaps, investigate escalations, and implement coaching and corrective action plans.

• Manage Processes: Maintain SOPs, scripts, knowledge bases, and training materials.

• Lead Calibration: Facilitate quality calibration with Team Leaders, Operations, and clients.

• Monitor Results: Track QA, CSAT, training effectiveness, and escalation trends.

• Report to Management: Present performance insights, improvement plans, and progress against quality targets.

What You Bring

• At least 5 years of BPO experience, including 3 years in QA, Training, or related leadership roles.

• Proven track record of improving QA scores, CSAT, and overall agent performance.

• Experience managing quality and training functions across multiple accounts.

• Strong leadership, coaching, analytical, and stakeholder management skills.

• Excellent written and verbal English communication.

• Proficiency in Excel/Google Sheets and familiarity with Zendesk, Freshdesk, Salesforce, or similar platforms.

• Bachelor's degree or equivalent relevant experience.

Nice to Have

• Train-the-Trainer certification, COPC, Six Sigma, or other Quality Management certifications.

What We Offer

• Competitive salary: ₱45,000-₱55,000 per month, depending on experience and qualifications.

• Government-mandated benefits.

• InLife HMO with life insurance.

• Additional KPI incentives and leave credits.

• Monday-to-Friday day-shift schedule.

• Career growth opportunities in an expanding BPO organization.