Travel Experience Quality & Training Lead

Sutherland; Mabalacat; On-site; PHP 600,000 - 900,000; Full time

Job summary

Sutherland in Pampanga, Philippines is seeking an experienced operational Training & Quality Lead to ensure frontline agents deliver accurate, compliant, and effortless traveler experiences. You will own QA frameworks, design onboarding and refresher training, and drive coaching to close gaps on the floor.

The role requires hands-on auditing across voice, chat, and email, plus root-cause analysis and collaboration with client Operations, KB, and Product teams to enhance knowledge and processes.

Qualifications

• 3+ years in quality management, auditing, or training delivery in a high-volume BPO/contact center.
• Experience designing onboarding, nesting, upskill, or refresher programs with job aids and assessments.
• Auditing voice, chat, or email interactions against defined quality standards and calibrations.
• Travel industry experience or exposure is preferred.
• Familiarity with process improvement tools (Lean, Six Sigma) and ADDIE or similar models.

Responsibilities

• Operationalize QA frameworks, evaluation forms, and scoring across voice, chat, and email.
• Lead calibration sessions with client QA and internal teams to ensure scoring consistency.
• Review policy updates and KB changes for accuracy and agent usability.
• Design and deliver onboarding, nesting, and refresher training for new and tenured agents.
• Develop scenario-based roleplays and assessments; conduct knowledge checks and certifications.
• Provide coaching guides to team leads tied to audit findings to drive behavior change.
• Perform daily audits to detect policy misapplications, knowledge gaps, and journey drops.
• Analyze root causes of defects and feed insights to Operations, KB, and Product teams.
• Convert defects into targeted training interventions and track improvement.

Skills

Learning Design

Facilitation

Coaching & Calibration

Analytical Thinking

Change Management

Cross‑Functional Communication

Job description

Sutherland in Pampanga, Philippines is seeking an experienced operational Training & Quality Lead to ensure frontline agents deliver accurate, compliant, and effortless traveler experiences. You will own QA frameworks, design onboarding and refresher training, and drive coaching to close gaps on the floor.

The role requires hands-on auditing across voice, chat, and email, plus root-cause analysis and collaboration with client Operations, KB, and Product teams to enhance knowledge and processes.