(URGENT)Training & Quality Manager-Training and Quality (IT as a Service)

Gratitude Philippines; Manila; On-site; PHP 1,200,000 - 2,000,000; Full time

Benefits offered by this job

Competitive compensation

Leadership opportunities

Cutting-edge SaaS environment

Job summary

Gratitude Philippines is seeking a seasoned Training & Quality Manager to lead learning, quality, and performance across our ITaaS Helpdesk operations. The role focuses on onboarding, upskilling, and data-driven training for technical support teams, aligning with business goals and product updates.

You will mentor trainers, manage a team, and drive continuous improvement through learning analytics, SQL-based insights, and strong partnerships with Operations and Technical teams.

Qualifications

• Bachelor’s degree in one of the listed fields or related area.
• 5+ years in BPO Training, Learning & Development, or Training Management.
• Minimum 3–4 years of Training Management experience.
• Minimum 5 years in the BPO/Call Center industry.
• Proven success designing, implementing, and managing large-scale training programs.
• Strong leadership experience managing trainers and learning teams.

Responsibilities

• Design, develop, and deliver onboarding and upskilling programs for Helpdesk teams.
• Identify skill gaps and create targeted learning solutions to improve performance.
• Continuously review and enhance training materials, content, and delivery methods.
• Ensure programs align with business objectives and operational goals.
• Lead, coach, and develop Trainers to deliver high-quality learning experiences.
• Monitor training effectiveness through assessments, coaching, and quality evaluations.
• Foster continuous learning and professional development; drive performance initiatives across the Helpdesk.

Skills

Training & Dev

Leadership

Quality Mgmt

Learning Analytics

SQL Proficiency

APIs & Integrations

LMS

Coaching

Curriculum Dev

IT Helpdesk

Education

Bachelor’s Degree in Human Resources

Bachelor’s Degree in Organizational Development

Bachelor’s Degree in Business

Bachelor’s Degree in Information Technology

Tools

APIs & Integrations

SQL Tools

Job description

Lead Learning Excellence in a Fast-Growing IT Services Environment

Are you an experienced Training & Quality Manager with a passion for developing high-performing technical support teams? We're looking for a dynamic leader to drive learning, quality, and performance across our IT as a Service (ITaaS) Helpdesk operations.

This role is ideal for professionals with strong experience in BPO Learning & Development, technical training, quality management, and people leadership, particularly within IT Support, SaaS, Technical Operations, or Helpdesk environments.

If you're passionate about building impactful learning programs, mentoring trainers, and improving operational performance through data-driven insights, we'd love to hear from you!

What You’ll Do

Training Strategy & Learning Development

• Design, develop, and deliver comprehensive onboarding and upskilling programs for Helpdesk teams.
• Identify skill gaps and create targeted learning solutions that improve employee performance.
• Continuously review and enhance training materials, learning content, and delivery methods.
• Ensure training programs align with business objectives and operational goals.

Leadership & Quality Management

• Lead, coach, and develop a team of Trainers to deliver engaging, high-quality learning experiences.
• Monitor training effectiveness through assessments, coaching, and quality evaluations.
• Foster a culture of continuous learning and professional development.
• Drive performance improvement initiatives across the Helpdesk organization.

Stakeholder Collaboration

• Partner with Operations, Quality, and Department Heads to align learning initiatives with business needs.
• Collaborate with technical teams to ensure training content reflects product updates and operational changes.
• Support organizational change initiatives through effective training and communication.

Learning Analytics & Reporting

• Maintain accurate learning records and training documentation.
• Measure training effectiveness using KPIs, learning analytics, and performance metrics.
• Utilize advanced SQL skills to analyze training outcomes and operational performance.
• Present insights and recommendations to leadership for continuous improvement.

Technical Enablement

• Oversee technical training related to:
  • IT Helpdesk Support
  • SaaS Platforms
  • APIs & System Integrations
  • Backend Product Support
  • Technical Operations
• Ensure technical training remains current with evolving technologies and business requirements.

What We're Looking For

Required Qualifications

• Bachelor's Degree in:
  • Human Resources
  • Organizational Development
  • Business
  • Information Technology
  • Or a related field
• 5+ years of experience in BPO Training, Learning & Development, or Training Management.
• Minimum 3–4 years of Training Management experience.
• Minimum 5 years of experience in the BPO or Call Center industry.
• Proven success designing, implementing, and managing large-scale training programs.
• Strong leadership experience managing trainers and learning teams.

Technical Experience

• Advanced SQL proficiency for learning analytics and performance reporting.
• Strong knowledge of APIs and system integrations.
• Experience in:
  • IT Helpdesk
  • Technical Support
  • SaaS Platforms
  • Backend Product Support
  • Technical Operations
  • AdTech Engineering Support (preferred)
• Familiarity with API-first platforms, multi-tenant SaaS environments, and platform lifecycle management is highly desirable.
• Experience building or scaling training programs within technical or SaaS organizations is a strong advantage.

Key Skills

• Training & Development
• Learning & Development (L&D)
• Quality Management
• Training Management
• Instructional Design
• Coaching & Mentoring
• Learning Management Systems (LMS)
• Technical Training
• IT Helpdesk Operations
• SaaS Platforms
• APIs & Integrations
• SQL (Advanced)
• Learning Analytics
• Performance Management
• Stakeholder Management
• Curriculum Development
• Team Leadership
• Communication & Presentation Skills
• Continuous Improvement

Why Join Us?

• Competitive compensation package
• Opportunity to lead learning and quality initiatives for a growing IT services organization
• Work with cutting-edge SaaS and technical support environments
• Career advancement and leadership growth opportunities
• Collaborative, innovative, and high-performance work culture
• Make a measurable impact on employee development and operational success

Who Should Apply?

This role is ideal for professionals currently working as:

• Training Manager
• Learning & Development Manager
• Technical Training Manager
• Quality & Training Manager
• Learning Consultant
• Training Lead
• Instructional Design Manager
• Technical Enablement Manager
• Operations Training Manager
• Helpdesk Training Manager

Candidates from BPO, IT Services, SaaS, Shared Services, Technical Support, Managed Services, Customer Support, Digital Operations, and Technology Consulting environments are highly encouraged to apply.

Ready to Lead Learning & Performance?

If you're an experienced learning leader with expertise in technical training, quality management, SaaS, and IT support operations, this is your opportunity to make a lasting impact.