Training & Quality Solutions Specialist

IntouchCX; Manila; On-site; PHP 400,000 - 680,000; Full time

Job summary

IntouchCX is seeking a Training & Quality Solutions Specialist to support assessment, documentation, and improvement of training and quality systems across programs. The role emphasizes workflow clarity, standardization, and cross-functional alignment to drive operational excellence.

The ideal candidate will have 2–4+ years in Training, Quality, or Instructional Design, experience with Articulate 360 tools, and strong documentation skills to create eLearning modules and reference materials.

Qualifications

• Bachelor's degree preferred.
• 2–4+ years in Training, Quality, or Instructional Design (BPO preferred).
• Experience in process documentation or workflow improvement is an advantage.
• Experience using Articulate 360 tools (Rise, Storyline, etc.).
• Ability to create eLearning modules or interactive learning assets.
• Strong documentation skills (training guides, SOPs, job aids, playbooks).
• Proficiency in Google Workspace.
• Basic understanding of data interpretation using spreadsheets or dashboards.
• Familiarity with digital learning platforms, content management systems, or AI-enabled tools.
• Strong analytical and problem-solving skills.

Responsibilities

• Conduct structured assessments of current workflows, processes, and documentation.
• Identify gaps, inconsistencies, or inefficiencies across training and quality practices.
• Develop and refine materials such as training modules, job aids, SOPs, playbooks, process maps, facilitator guides, and reference documentation.
• Design or improve digital learning assets and eLearning modules using tools such as Articulate 360, Rise, and Storyline.
• Create simple dashboards, reports, trackers, or summaries to highlight performance trends or process insights.
• Support the rollout, adoption, and change enablement of updated processes, documentation, or tools.
• Partner with Training, QA, Operations, and other support teams to align on needs, findings, and recommendations.
• Present documentation, findings, and proposed improvements in clear, structured formats suitable for internal or client-facing review.

Skills

Strong analytical skills

Documentation skills

Data interpretation

Problem-solving

Communication skills

Education

Bachelor's degree preferred

Tools

Articulate 360

Rise

Storyline

Google Workspace

Dashboards

Job description

About the role

The Training & Quality Solutions Specialist supports the assessment, documentation, and improvement of training and quality systems across multiple programs. The role focuses on workflow clarity, training and quality standardization, documentation, and cross-functional alignment. The ideal candidate will work across training and quality functional areas to create clarity, standardization, and operational alignment.

Key responsibilities

• Conduct structured assessments of current workflows, processes, and documentation.
• Identify gaps, inconsistencies, or inefficiencies across training and quality practices.
• Develop and refine materials such as training modules, job aids, SOPs, playbooks, process maps, facilitator guides, and reference documentation.
• Design or improve digital learning assets and eLearning modules using tools such as Articulate 360, Rise, and Storyline.
• Create simple dashboards, reports, trackers, or summaries to highlight performance trends or process insights.
• Support the rollout, adoption, and change enablement of updated processes, documentation, or tools.
• Partner with Training, QA, Operations, and other support teams to align on needs, findings, and recommendations.
• Present documentation, findings, and proposed improvements in clear, structured formats suitable for internal or client-facing review.

About you

• Bachelor's degree preferred.
• 2–4+ years in Training, Quality, or Instructional Design (BPO preferred).
• Experience in process documentation or workflow improvement is an advantage.
• Experience using Articulate 360 tools (Rise, Storyline, etc.).
• Ability to create eLearning modules or interactive learning assets.
• Strong documentation skills (training guides, SOPs, job aids, playbooks).
• Proficiency in Google Workspace.
• Basic understanding of data interpretation using spreadsheets or dashboards.
• Familiarity with digital learning platforms, content management systems, or AI-enabled tools.
• Strong analytical and problem-solving skills.