Training & Quality Manager – Technical Support / IT & SaaS

Gratitude Philippines; Manila; On-site; PHP 900,000 - 1,400,000; Full time

Job summary

Gratitude Philippines is seeking an experienced Training & Quality Manager to lead training, learning, and enablement for a digital and technical support program.

The role requires senior BPO Training Management experience and deep knowledge of IT helpdesk, SaaS, and technical operations, with a focus on using data analytics to improve performance and customer outcomes.

Qualifications

• 5+ years of BPO Training/L&D experience.
• 3–4+ years of Training Management experience.
• 5+ years of BPO/call center industry experience.
• Proven experience managing Trainers or a training team.
• Experience with Learning Management Systems (LMS) and training technologies.
• Advanced SQL proficiency for learning analytics and performance measurement.
• Strong technical knowledge of APIs and integrations.
• Experience in digital advertising is required.

Responsibilities

• Lead and manage a team of Trainers and learning professionals.
• Design, develop, and deliver technical training programs for new hires and existing Helpdesk/Technical Support employees.
• Conduct training needs analysis and identify skill and performance gaps.
• Build tailored learning solutions for technical, product, process, and customer support requirements.
• Own the quality, effectiveness, and continuous improvement of training curricula and materials.
• Partner with Operations and department leaders to align training programs with business and performance goals.
• Establish training metrics and use learning analytics and performance data to measure program effectiveness.
• Maintain accurate training records, reports, dashboards, and learner performance data.
• Coach and mentor Trainers to improve facilitation, technical knowledge, and learner engagement.
• Oversee technical skills training covering APIs, integrations, backend products, and technical troubleshooting concepts.
• Support training initiatives related to SaaS products, digital advertising, technical integrations, and IT services.
• Continuously evaluate training methods, content, tools, and learner outcomes.

Skills

L&D leadership

SQL proficiency

APIs & integrations

LMS experience

Stakeholder management

Technical training design

Education

Bachelor's degree in HR/OD/Business/IT

Tools

LMS platforms

SaaS training tools

Learning analytics

Job description

Training & Quality Manager – Technical Support / IT & SaaS

Location:Taguig City, Philippines

Work Setup: Onsite

Shift: Night Shift / Graveyard Shift

Experience: 5+ years BPO Training/L&D; 3–4+ years Training Management

Hiring: 1 position

Start Date: ASAP

Job Overview

We are looking for an experienced Training & Quality Manager to lead training, learning, and enablement for a digital and technical support program.

This role is ideal for a senior BPO Training Manager, Learning & Development Manager, Technical Training Manager, IT Training Manager, or Technical Enablement Manager with experience leading trainers and developing training programs for IT Helpdesk, technical support, SaaS, digital advertising, backend product support, or technical operations environments.

The successful candidate will combine BPO training leadership with technical knowledge, using data and learning analytics to improve employee performance, training effectiveness, and customer support outcomes.

Key Responsibilities

• Lead and manage a team of Trainers and learning professionals.
• Design, develop, and deliver technical training programs for new hires and existing Helpdesk/Technical Support employees.
• Conduct training needs analysis and identify skill and performance gaps.
• Build tailored learning solutions for technical, product, process, and customer support requirements.
• Own the quality, effectiveness, and continuous improvement of training curricula and materials.
• Partner with Operations and department leaders to align training programs with business and performance goals.
• Establish training metrics and use learning analytics and performance data to measure program effectiveness.
• Maintain accurate training records, reports, dashboards, and learner performance data.
• Coach and mentor Trainers to improve facilitation, technical knowledge, and learner engagement.
• Oversee technical skills training covering APIs, integrations, backend products, and technical troubleshooting concepts.
• Support training initiatives related to SaaS products, digital advertising, technical integrations, and IT services.
• Continuously evaluate training methods, content, tools, and learner outcomes.

Required Qualifications

• Bachelor's degree in Human Resources, Organizational Development, Business, IT, or a related field.
• 5+ years of BPO Training/Learning & Development experience.
• 3–4+ years of Training Management experience.
• 5+ years of BPO/call center industry experience.
• Proven experience managing Trainers or a training team.
• Strong experience designing, implementing, and scaling training programs.
• Excellent facilitation, presentation, coaching, and stakeholder management skills.
• Experience with Learning Management Systems (LMS) and training technologies.
• Advanced SQL proficiency for learning analytics and performance measurement.
• Strong technical knowledge of APIs and integrations.
• Experience in digital advertising is required.

Technical & Industry Experience

Candidates must have 2–4 years of professional experience in at least one relevant technical environment, such as:

• Backend Product Support
• Technical Support
• IT Helpdesk / Service Desk
• Ad Tech Engineering Support
• Technical Integrations
• SaaS / Software Support
• Technical Operations
• Digital Advertising Technology

Experience with SaaS environments, API-first platforms, multi-tenant architectures, platform lifecycle management, or technical enablement is highly preferred.

Candidates who have progressed from Technical Support/Operations into Training, Training Management, Team Leadership, or Technical Enablement are strongly encouraged to apply.

What We're Looking For

The ideal candidate is more than a traditional BPO Trainer. You should be able to lead training teams, understand technical products, work with data, and translate complex technical concepts into effective learning programs.

Key Search Terms:

Training Manager | Training & Quality Manager | Learning & Development Manager | L&D Manager | Technical Training Manager | IT Training Manager | Technical Enablement Manager | BPO Training Manager | Training Lead | Learning Manager | Technical Support Training | IT Helpdesk Training | SaaS Training | Technical Enablement | Digital Advertising | Ad Tech | API | API Integrations | SQL | Technical Operations | BPO | Shared Services

Pre-Screening Questions

1. Do you have 5+ years of BPO Training/L&D experience?
2. Do you have 3–4+ years of Training Management experience?
3. How many Trainers have you directly managed?
4. Do you have experience supporting IT Helpdesk, Technical Support, SaaS, or digital products?
5. Do you have 2–4 years of backend product support, technical operations, ad tech, or technical integrations experience?
6. What is your SQL proficiency: Basic, Intermediate, or Advanced?
7. Do you have hands-on experience with APIs and integrations?
8. Do you have digital advertising/ad tech experience?
9. Which Learning Management Systems or training technologies have you used?
10. Are you willing to work onsite in Taguig on a night/graveyard shift?
11. What is your current/last drawn salary?
12. What is your expected salary?
13. What is your earliest available start date?
14. Have you previously worked for Teleperformance? Yes/No

Important: Former Teleperformance employees are not eligible for rehire, whether directly or through a third party.