Training & Quality Manager (IT as a Service)

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