Training & Quality Manager( IT As A Service)

Gratitude Philippines; Manila; On-site; PHP 800,000 - 1,200,000; Full time

Job summary

Gratitude Philippines is seeking an experienced Training Manager to lead our Helpdesk training programs, onboard new hires, and elevate ongoing learning across the department. You will design engaging curricula, manage a team of trainers, track outcomes with analytics, and partner with stakeholders to align learning with business goals in a fast-paced BPO environment.

Your role focuses on building scalable training programs, supervising trainers, and continually improving learner outcomes

Qualifications

• 5+ years in a BPO training or L&D role.
• Proven track record designing and implementing training programmes.
• Strong facilitation and presentation skills for diverse audiences.
• Excellent communication and interpersonal skills.
• Proficient in learning management systems and training technology.
• Degree in HR, Organizational Development, or related field.
• 3-4 years of training management experience.
• 5+ years of BPO or call center experience.
• Advanced SQL proficiency for learning analytics and performance measurement.
• Advanced knowledge of APIs and integrations for technical skills training oversight.

Responsibilities

• Developing and delivering comprehensive training programs for new and existing Helpdesk employees.
• Identifying training needs and designing tailored learning solutions to address skill gaps.
• Leading a team of Trainers and ensuring high-quality, engaging training delivery.
• Continuously evaluating and enhancing training materials and methods to improve learner outcomes.
• Collaborating with department heads to align training with business goals and objectives.
• Maintaining training records and reporting on programme effectiveness.
• Providing coaching and mentoring to support the professional development of the Helpdesk team.

Skills

Training management

Training design

Facilitation

Communication

LMS proficiency

Stakeholder collaboration

SQL analytics

APIs & integrations

Education

Bachelor's degree in HR, Organizational Development, or related field

Job description

Responsibilities

• Developing and delivering comprehensive training programs for new and existing Helpdesk employees
• Identifying training needs and designing tailored learning solutions to address skill gaps
• Leading a team of Trainers and ensuring high-quality, engaging training delivery
• Continuously evaluating and enhancing training materials and methods to improve learner outcomes
• Collaborating with department heads to align training with business goals and objectives
• Maintaining training records and reporting on programme effectiveness
• Providing coaching and mentoring to support the professional development of the Helpdesk team

Qualifications

• 5+ years of experience in a BPO training or learning and development role (required)
• Proven track record of designing and implementing successful training programmes
• Strong facilitation and presentation skills with the ability to engage diverse audiences
• Excellent communication and interpersonal skills to work collaboratively with stakeholders
• Proficient in learning management systems and training technology
• Degree in Human Resources, Organizational Development, or a related field
• Minimum 3-4 years of training management experience required
• Minimum 5 years of BPO or call center industry experience required
• Advanced analytics level SQL proficiency is required for learning analytics and performance measurement responsibilities
• Advanced technical knowledge of APIs and integrations is required for technical skills training oversight

Experience

• 2–4 years of professional experience in backend product support, ad tech engineering support, technical integrations, or a related technical operations role (required)
• Experience in a SaaS environment is strongly preferred; familiarity with API-first platforms, multi-tenant product architectures, and platform lifecycle management is highly valued.
• Demonstrated progression into team leadership, training management, or senior technical enablement responsibilities.
• A track record of building, leading, or significantly scaling a training program – including managing trainers and owning curriculum quality – in a technical, SaaS, or digital advertising organization is a strong advantage.