Training & Quality Assurance Team Leader (BPO)

1201 Global BPO; Mandaluyong; On-site; PHP 446,000 - 502,000; Full time

Job summary

1201 Global BPO OPC in Mandaluyong City, Metro Manila is seeking a Training & Quality Assurance Team Leader to develop people, improve customer experience, and turn performance insights into real results.

You will lead a team of QA and training analysts, collaborate with Operations and leadership, and help shape how the company grows its training and quality capabilities as it scales.

Qualifications

• 3+ years of Quality Assurance experience in a BPO or customer service environment.
• 3+ years of leadership or supervisory experience in QA, Training, or a related function.
• Hands-on experience with QA monitoring, calibration, coaching, and performance improvement.

Responsibilities

• Lead and develop your team: coach, set expectations, conduct reviews, build capabilities in QA, training, reporting, and performance analysis.
• Make training more effective: oversee onboarding, refresher programs, review materials, identify gaps, and implement targeted learning solutions.
• Turn quality insights into results: oversee QA monitoring, calibration, and audits; analyze trends and drive coaching actions with Operations.

Skills

Quality Assurance

Leadership

Data analysis

Excel / Sheets

Job description

Ready to Lead Beyond the Scorecard?

Great Training and Quality leaders don't just identify performance gaps. They help people close them.

At 1201 Global BPO OPC, we're looking for a Training & Quality Assurance Team Leader who is passionate about developing people, improving customer experience, and turning performance insights into real results.

If you're an experienced QA or Training professional ready to take greater ownership, influence decisions, and help shape how a growing BPO develops its people, this could be your next career move.

This isn't a role where you'll simply oversee audits, review reports, or monitor training completion.

You’ll have the opportunity to lead a team, improve existing practices, introduce new ideas, and see the impact of your work across the business.

What Makes This Opportunity Different?

Your ideas will matter.

We welcome leaders who question existing practices, identify opportunities for improvement, and propose better ways of working.

You’ll have room to make an impact.

From improving QA standards to strengthening training effectiveness, you’ll play an active role in developing the company's Training and Quality function.

You’ll develop people, not just measure performance.

You’ll lead a team of analysts, support their professional growth, and help prepare them for greater responsibilities.

You’ll work directly with decision-makers.

You’ll collaborate closely with Operations and company leadership, contributing insights and recommendations that influence business decisions.

You’ll grow as the business grows.

We’re building stronger teams, processes, and leadership capabilities. We’re looking for people who want to be part of that journey.

What You’ll Be Doing

Lead and Develop Your Team

• Guide, coach, and support Training and Quality Assurance Analysts.
• Set clear performance expectations and help your team achieve them.
• Conduct coaching sessions, performance reviews, and development discussions.
• Build your team's capabilities in quality evaluation, training, facilitation, reporting, and performance analysis.
• Foster a culture of accountability, collaboration, and continuous improvement.

Make Training More Effective

• Oversee new-hire training, refresher programs, and ongoing employee development.
• Review and improve training materials, assessments, and learning activities.
• Identify knowledge and skill gaps and introduce targeted learning solutions.
• Evaluate training effectiveness using assessment results, QA findings, and actual employee performance.
• Ensure employees are prepared for new products, campaigns, processes, and system changes.

Turn Quality Insights Into Results

• Oversee QA monitoring, scorecards, evaluation standards, and audit processes.
• Ensure quality evaluations are fair, accurate, and consistent.
• Lead calibration sessions and manage quality disputes.
• Analyze performance trends, identify root causes, and recommend practical improvements.
• Work with Operations to turn findings into effective coaching and action plans.
• Track improvements and evaluate whether interventions are delivering results.

Work Closely With Operations

• Partner with Operations leaders to address performance and service quality challenges.
• Provide clear, data-supported recommendations to management.
• Support process improvements, operational changes, and compliance initiatives.
• Help ensure Training, Quality, and Operations are working toward shared performance goals.

What We’re Looking For

We’re looking for someone with the experience to lead, the curiosity to keep learning, and the initiative to make things better.

Ideally, you have:

• At least 3 years of Quality Assurance experience in a BPO or customer service environment.
• At least 3 years of leadership or supervisory experience in Quality Assurance, Training, or a related function.
• Hands‑on experience with QA monitoring, calibration, coaching, and performance improvement.
• Familiarity with training development, facilitation, or learning interventions.
• Confidence in analyzing performance data and presenting recommendations.
• Strong communication, organizational, and people‑management skills.
• Working knowledge of Excel or Google Sheets and presentation tools.

The Kind of Leader Who Will Thrive Here

You’ll likely enjoy this role if you:

• Find satisfaction in helping people become better at what they do.
• Believe QA should lead to improvement, not just a score.
• Are comfortable asking questions, challenging existing practices, and suggesting solutions.
• Can balance empathy with accountability.
• Take initiative without waiting to be told what needs attention.
• Enjoy working with different teams and personalities.
• Follow through on commitments and take pride in delivering results.

We don’t expect you to have every answer. We do value leaders who are willing to find them.

A Little About Us

1201 Global BPO OPC is a growing BPO company based in Mandaluyong City, supporting international e-commerce and customer service operations across multiple markets.

We’re continuously developing our people, improving our processes, and building a workplace where professionalism, accountability, and good ideas matter.

We’re looking for leaders who want to contribute to that progress and grow with us.

Ready for Your Next Leadership Opportunity?

If you’re ready to move beyond monitoring performance and start influencing how people learn, develop, and succeed, we’d love to meet you.

Work Location: Mandaluyong City, Metro Manila

Work Arrangement: Full‑time, 100% onsite

Monthly Salary: ₱40,000–₱45,000