Training & Quality Manager( IT As A Service)

Job Description:

●Developing and delivering comprehensive training programs for new and existing Helpdesk employees
●Identifying training needs and designing tailored learning solutions to address skill gaps
●Leading a team of Trainers and ensuring high-quality, engaging training delivery
●Continuously evaluating and enhancing training materials and methods to improve learner outcomes
●Collaborating with department heads to align training with business goals and objectives
●Maintaining training records and reporting on programme effectiveness
●Providing coaching and mentoring to support the professional development of the Helpdesk team

What we’re looking for:
●5+ years of experience in a BPO training or learning and development role(required)
●Proven track record of designing and implementing successful training programmes
●Strong facilitation and presentation skills with the ability to engage diverse audiences
●Excellent communication and interpersonal skills to work collaboratively with stakeholders
●Proficient in learning management systems and training technology
●Degree in Human Resources, Organizational Development, or a related field
●Minimum 3-4 years of training management experience required
●Minimum 5 years of BPO or call center industry experience required
●Advanced analytics level SQL proficiency is required for learning analytics and performance measurement responsibilities
●Advanced technical knowledge of APIs and integrations is required for technical skills training oversight

Experience
●2–4 years of professional experience in backend product support, ad tech engineering support, technical integrations, or a related technical operations role.(required)
●Experience in a SaaS environment is strongly preferred; familiarity with API-first platforms, multi-tenant product ●architectures, and platform lifecycle management is highly valued.
●Demonstrated progression into team leadership, training management, or senior technical enablement responsibilities.
●A track record of building, leading, or significantly scaling a training program — including managing trainers and owning curriculum quality — in a technical, SaaS, or digital advertising organization is a strong advantage.