Job Title:

2025 Training and Quality GVPAL

Job Description

The Training and Quality Specialist/Manager is responsible for developing and maintaining comprehensive training programs and quality assurance processes to ensure the delivery of exceptional customer service and operational excellence. This role supports continuous improvement initiatives by equipping employees with the necessary skills and maintaining high-quality standards in line with company and client expectations.

Key Responsibilities:

Training:

Develop, implement, and manage onboarding and continuous training programs for new hires and existing employees.Design and deliver effective training content, including product knowledge, soft skills, customer service, and technical support.Monitor training effectiveness through feedback, assessments, and performance metrics, and refine programs as necessary.Coordinate with operations and clients to align training materials with business goals and client requirements.Maintain training records and provide regular reports on training outcomes and employee development.

Quality Assurance:

Develop and implement quality assurance frameworks, including monitoring, scoring, and feedback mechanisms.Conduct regular call audits, email/chat reviews, and process evaluations to ensure adherence to quality standards.Analyze quality metrics and performance data to identify trends, gaps, and opportunities for improvement.Provide constructive feedback and coaching to frontline employees and team leaders to improve performance and customer satisfaction.Collaborate with stakeholders to implement corrective actions and continuous improvement plans.

Collaboration & Leadership:

Work closely with operations, HR, and client management teams to ensure training and quality initiatives align with business objectives.Lead and mentor training and quality teams, fostering a culture of continuous learning and quality excellence.Participate in client calibration sessions to ensure alignment on quality expectations and performance standards.Drive process improvement initiatives and support change management efforts across teams.

Qualifications:

Bachelor’s degree in Business, Education, or a related field (or equivalent experience).Proven experience in training and/or quality roles within a BPO environment.Strong knowledge of customer service principles and quality management systems.Excellent facilitation, communication, and interpersonal skills.Proficiency in developing training content and using learning management systems (LMS).Analytical mindset with the ability to interpret data and drive actionable insights.Certification in training or quality management (e.g., Six Sigma, TWI, or similar) is a plus.

Key Competencies:

Leadership and people developmentAttention to detail and commitment to qualityProblem-solving and analytical thinkingStrong organizational and time-management skillsAdaptability to a fast-paced, dynamic environment

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Location:

PHL Quezon City - Tera Tower 1st Floor

Language Requirements:

Time Type:

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