Training & Quality Manager (IT as a Service)

Gratitude Inc

105 Views

5 days ago

Training & Quality Manager (IT as a Service)

7-10 Year(s)

₱ 90 - ₱ 165K p.m

Manila

Job Description

Key Skills

BPO training Training and Quality BPO Experience Quality Manager. IT Service. backend product support, ad tech engineering support, technical integrations, or a related technical operations

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Job Description / Requirements

Position Details

Job Title: Training & Quality Manager (IT as a Service)
Work Location: McKinley, Taguig
Work Setup: Onsite
Shift: Night Shift (GY)
Start Date: ASAP
Headcount: 1

Note: Former Teleperformance employees are not eligible for rehire, whether directly or through a third party.

Job Summary

The Training & Quality Manager will be responsible for developing, implementing, and managing training programs for IT Helpdesk teams. This role will lead a team of trainers, oversee quality initiatives, ensure training effectiveness, and collaborate with stakeholders to align learning strategies with business objectives.

Key Responsibilities

Develop and deliver comprehensive training programs for new and existing Helpdesk employees.
Identify training needs and design tailored learning solutions to address skill gaps.
Lead and manage a team of trainers while ensuring high-quality and engaging training delivery.
Continuously evaluate and improve training materials, curriculum, and delivery methods.
Collaborate with department heads to align training initiatives with business goals.
Maintain training records and report on training effectiveness and learning outcomes.
Provide coaching and mentoring to support the professional development of the Helpdesk team.

Required Qualifications

Experience

Minimum 5 years of BPO Training or Learning & Development experience.
Minimum 3–4 years of Training Management experience.
Minimum 5 years of BPO or Call Center industry experience.
Proven experience designing and implementing successful training programs.
Experience managing and leading a team of trainers.
Strong facilitation, presentation, communication, and stakeholder management skills.
Proficiency in Learning Management Systems (LMS) and training technologies.
Bachelor's Degree in Human Resources, Organizational Development, or a related field.

Technical Qualifications

Advanced SQL proficiency for learning analytics and performance measurement.
Advanced knowledge of APIs and integrations for technical skills training oversight.

Preferred Experience

2–4 years of professional experience in:

Backend Product Support
Ad Tech Engineering Support
Technical Integrations
Technical Operations

Experience in a SaaS environment is highly preferred.
Familiarity with API-first platforms, multi-tenant product architectures, and platform lifecycle management.
Experience leading or scaling technical training programs within SaaS, digital advertising, or technical support organizations is a strong advantage.

Key Skills

Training and Quality Management
IT Service / IT Helpdesk Operations
Backend Product Support
Ad Tech Engineering Support
Technical Integrations
Technical Operations
Quality Management
BPO Experience
BPO Training
Learning & Development (L&D)
Team Leadership and Coaching
Training Program Development
Learning Management Systems (LMS)
SQL (Advanced)
APIs and Integrations
SaaS Environment
Stakeholder Management
Performance Analytics

Role

Customer Delivery Specialist

Timings

Night Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Voice

Functional Area

ITES / BPO / Customer Service

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