Training & Quality Manager-IT Services

We are seeking a results-driven Training & Quality Manager to lead Learning & Development and Quality Assurance within a fast-paced IT Services environment. The role is responsible for designing and delivering technical training programs, driving quality excellence, improving operational performance, and ensuring Helpdesk teams consistently provide exceptional customer experiences.

Key Responsibilities

Training & Development

• Design and deliver onboarding and continuous learning programs for Helpdesk and Technical Support teams.

• Conduct training needs analyses and develop targeted learning solutions to address technical and performance gaps.

• Create engaging technical training on product knowledge, troubleshooting, APIs, SaaS platforms, digital technologies, and customer support best practices.

• Evaluate and enhance training content using learner feedback, quality metrics, and business outcomes.

• Maintain training records, certifications, and effectiveness reports.

• Coach and mentor employees and trainers to foster a culture of continuous learning.

Quality & Performance

• Lead Quality Assurance by establishing quality standards and driving continuous improvement initiatives.

• Analyze quality trends, customer feedback, and operational KPIs to identify improvement opportunities.

• Collaborate with Operations, Product, Engineering, and Customer Success teams to align training with business and technical requirements.

• Develop initiatives that improve customer satisfaction, productivity, first-contact resolution, and service quality.

• Use SQL and reporting tools to measure training effectiveness and operational performance.

Leadership

• Lead and develop a high-performing team of Trainers and Quality Analysts.

• Promote accountability, collaboration, innovation, and continuous improvement.

• Partner with stakeholders to support new products, technologies, and process changes.

Requirements

Required

• Bachelor's degree in Human Resource Management, Organizational Development, Information Technology, Computer Science, Business, or a related field.

• Minimum 5 years' experience in Learning & Development, Training, or Quality within BPO, IT Services, SaaS, or Technical Support environments.

• 3–5 years' experience leading Training, Learning & Development, or Quality teams.

• Proven experience designing and scaling technical training programs.

• Strong facilitation, coaching, stakeholder management, presentation, project management, and communication skills.

• Experience developing technical learning content for Helpdesk, Technical Support, Product Support, or Customer Operations teams.

• Advanced SQL skills with experience analyzing learning and operational performance metrics.

• Strong understanding of APIs, SaaS platforms, technical troubleshooting, and system integrations.

Preferred

• Experience supporting SaaS, cloud-based, API-first, AdTech, or MarTech platforms.

• Background in technical operations, backend product support, engineering support, or integrations.

• Experience managing large-scale onboarding and continuous learning initiatives.

• Proficiency with Learning Management Systems (LMS), Quality Management Systems (QMS), and performance analytics tools.

If you are passionate about developing technical talent, improving service quality, and driving operational excellence through learning and continuous improvement, we encourage you to apply.