Quality Assurance and Training Manager
On-site · Metro Manila, Philippines
Job Summary
Lead Quality Assurance and Training initiatives across global client operations. Develop and implement comprehensive professional development and training plans; coach staff and direct reports; participate in calibration sessions; identify and address training/quality performance issues; serve as SME on behaviors, quality compliance, and performance patterns; drive corrective action, up-skilling, and coaching per company policy. Collaborate with Operations Managers and clients to ensure QA metrics and continuous improvement are achieved, while promoting an inclusive learning environment and delivering timely training updates across multiple locations.
Required Qualifications
- 3+ years of leadership experience, preferably in the customer service industry
- Experience leading teams in a global capacity
- Experience working in a fast paced environment across multiple locations globally
- Strong verbal and written communication skills
- Exceptional organizational and time management skills
- Superior analytical skills, problem solving and decision making skills
- Demonstrated understanding of adult learning principles and/or training methodologies (ILT, eLearning, etc.)
- Understanding of continuous improvement plans
- Good understanding of business acumen
- Independent thinker
- Excellent presentation skills
- Post-secondary education preferred
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