Senior Training & Quality Manager
$150,000–$200,000 year
HybridMakati, Cagayan Valley, Republic of the Philippines
Job Summary
Establish global Training and Quality Assurance frameworks across Manila and Colombia, integrating BoothAgent AI to automate monitoring and optimize skill-based routing. Lead end-to-end curriculum development for multi-lingual teams using ADDIE methodologies and Kirkpatrick evaluation models, while managing cross-border calibration sessions to eliminate scoring bias. Partner with Operations Directors and global clients to translate business outcomes into automated QA matrices and hyper-targeted training pathways. Ensure compliance with international standards like HIPAA and DPO/DPS, driving continuous improvement through Lean Six Sigma initiatives and data-driven root cause remediation. Manage a high-performing bench of Training Managers and Quality Analysts across multiple time zones, championing a low-burnout culture that balances advanced technology with human-centric empathy.
Required Qualifications
- 5-7 years of progressive leadership experience specifically within the BPO / Shared Services industry in the Philippines
- Proven track record of heading joint Training and Quality Assurance departments at a Senior Manager or Director level
- Proven experience managing cross-functional or multi-site programs
- Explicit experience managing nearshore operations in Latin America (specifically Colombia)
- Bachelor's degree in Business Administration, Human Resources, Communications, Organizational Development, or a related field
- Strong experience working with conversational AI, automated QA platforms, speech analytics, or large language models (LLMs)
- Strong mastery of COPC standards
- Strong mastery of Lean Six Sigma methodologies
- Exceptional ability to synthesize complex QA scores and training metrics into clear, actionable executive insights for global client reviews
- Proven capability to lead, influence, and build deep organizational trust across diverse teams spanning different cultures and time zones
- A calm, flexible mindset built to thrive within rapidly shifting, high-growth environment landscapes
- Ability to travel internationally (including to Colombia) based on critical operational milestones or client onboarding needs
Desired Qualifications
- Experience managing multi-site programs is an advantage
- Experience in supporting multiple programs is an advantage
- Experience in handling large complex teams
- Strong analytics skills
- Experience managing nearshore operations in Latin America (specifically Colombia)
- Professional credentials such as ATD (Association for Talent Development) Certified Professional in Talent Development (CPTD), Certified Training Practitioner (CTP), or equivalent instructional design credentials
- Experience adjusting AI criteria/prompts or analyzing machine-learning data outputs
- Green/Black Belt certification
- Deep familiarity with Learning Management Systems (LMS)
- Advanced QA CRM integrations (Zendesk, Salesforce, ServiceNow)
- Data Analytics/BI platforms (Power BI, Tableau)
- AI-driven coaching tools
- Experience with BoothAgent
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