(URGENT)Training & Quality Manager-Training and Quality

Gratitude Inc

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21 hours ago

(URGENT)Training & Quality Manager-Training and Quality

2-4 Year(s)

Manila (Taguig)

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 Title

Training & Quality Manager (IT as a Service)

Role Overview

We are seeking a high-performing Training & Quality Manager to lead our Digital and Technical Helpdesk teams. In this role, you will design, drive, and evaluate comprehensive technical training programs, manage a team of trainers, and leverage advanced learning analytics to boost performance across our IT service operations.

Program: Digital & Technical
Work Location: McKinley, Taguig (Onsite)
Schedule: Night Shift / Night Owl (GY)
Work Setup: Onsite

Key Responsibilities

Training & Program Management

Develop, deliver, and continuously evaluate end-to-end training programs for new hires and existing Helpdesk employees.
Identify skill gaps and design tailored learning solutions aligned with business goals and key operational metrics.
Maintain comprehensive training records and report on learning program effectiveness to leadership.

Leadership & Coaching

Lead, mentor, and elevate a team of Trainers to ensure high-quality, engaging delivery.
Provide continuous coaching and professional development support to the Helpdesk team.
Partner with department heads and key stakeholders to align enablement strategies with evolving product and operational needs.

Technical & Analytics Oversight

Oversee technical skills training covering API-first platforms, product integrations, and backend architectures.
Utilize advanced SQL analytics to measure learning outcomes, agent performance, and training ROI.

Qualifications & Requirements

Experience

Total BPO / Call Center Experience: Minimum of 5 years required.
Training Management Experience: Minimum of 3–4 years leading training/L&D teams.
Technical Operations Experience: 2–4 years in backend product support, ad tech engineering support, technical integrations, or a related role.
Track Record: Proven success building, scaling, or managing training curricula in a technical, SaaS, or digital advertising environment.

Technical Skills & Background

Digital Advertising Experience: Required.
SQL Proficiency: Advanced analytics-level SQL skills for performance and learning analytics.
Technical Knowledge: Strong understanding of APIs, integrations, and SaaS environments (familiarity with API-first platforms and multi-tenant architectures is strongly preferred).
LMS: Proficient with Learning Management Systems and modern learning tools.

Education & Core Competencies

Bachelor’s degree in Human Resources, Organizational Development, IT, or a related field.
Exceptional presentation, facilitation, and interpersonal communication skills.

Screening question :
● Do you have 5+ years of BPO Training/L&D experience?
● Do you have 3–4 years of Training Management experience?
● Have you managed a team of trainers? How many?
● Do you have experience supporting IT Helpdesk, SaaS, or Technical Support?
● What is your level of SQL proficiency (Basic, Intermediate, or Advanced)?
● Do you have experience with APIs and integrations? (Yes/No)
●Do you have experience in Digital Advertising?
● Are you willing to work onsite in McKinley, Taguig on a night shift?
● What is your current salary?
● What is your expected salary?
● When can you start?

Role

Account Manager

Timings

Rotational Shifts (Permanent)

Industry

BPO

Work Mode

Work from office

Process

Non-Voice

Functional Area

ITES / BPO / Customer Service

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