Training & Quality Manager (IT as a Service) URGENTLY HIRING

Gratitude Inc

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32 minutes ago

Training & Quality Manager (IT as a Service) URGENTLY HIRING

5-10 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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Lead Learning Excellence in a Fast-Growing IT Services Environment

Are you an experienced Training & Quality Manager with a passion for developing high-performing technical support teams? We're looking for a dynamic leader to drive learning, quality, and performance across our IT as a Service (ITaaS) Helpdesk operations.

This role is ideal for professionals with strong experience in BPO Learning & Development, technical training, quality management, and people leadership, particularly within IT Support, SaaS, Technical Operations, or Helpdesk environments.

If you're passionate about building impactful learning programs, mentoring trainers, and improving operational performance through data-driven insights, we'd love to hear from you!

What You'll Do

Training Strategy & Learning Development

Design, develop, and deliver comprehensive onboarding and upskilling programs for Helpdesk teams.
Identify skill gaps and create targeted learning solutions that improve employee performance.
Continuously review and enhance training materials, learning content, and delivery methods.
Ensure training programs align with business objectives and operational goals.

Leadership & Quality Management

Lead, coach, and develop a team of Trainers to deliver engaging, high-quality learning experiences.
Monitor training effectiveness through assessments, coaching, and quality evaluations.
Foster a culture of continuous learning and professional development.
Drive performance improvement initiatives across the Helpdesk organization.

Stakeholder Collaboration

Partner with Operations, Quality, and Department Heads to align learning initiatives with business needs.
Collaborate with technical teams to ensure training content reflects product updates and operational changes.
Support organizational change initiatives through effective training and communication.

Learning Analytics & Reporting

Maintain accurate learning records and training documentation.
Measure training effectiveness using KPIs, learning analytics, and performance metrics.
Utilize advanced SQL skills to analyze training outcomes and operational performance.
Present insights and recommendations to leadership for continuous improvement.

Technical Enablement

Oversee technical training related to:
- IT Helpdesk Support
- SaaS Platforms
- APIs & System Integrations
- Backend Product Support
- Technical Operations
Ensure technical training remains current with evolving technologies and business requirements.

What We're Looking For

Required Qualifications

Bachelor's Degree in:
- Human Resources
- Organizational Development
- Business
- Information Technology
- Or a related field
5+ years of experience in BPO Training, Learning & Development, or Training Management.
Minimum 3–4 years of Training Management experience.
Minimum 5 years of experience in the BPO or Call Center industry.
Proven success designing, implementing, and managing large-scale training programs.
Strong leadership experience managing trainers and learning teams.

Technical Experience

Advanced SQL proficiency for learning analytics and performance reporting.
Strong knowledge of APIs and system integrations.
Experience in:
- IT Helpdesk
- Technical Support
- SaaS Platforms
- Backend Product Support
- Technical Operations
- AdTech Engineering Support (preferred)
Familiarity with API-first platforms, multi-tenant SaaS environments, and platform lifecycle management is highly desirable.
Experience building or scaling training programs within technical or SaaS organizations is a strong advantage.

Key Skills

Training & Development
Learning & Development (L&D)
Quality Management
Training Management
Instructional Design
Coaching & Mentoring
Learning Management Systems (LMS)
Technical Training
IT Helpdesk Operations
SaaS Platforms
APIs & Integrations
SQL (Advanced)
Learning Analytics
Performance Management
Stakeholder Management
Curriculum Development
Team Leadership
Communication & Presentation Skills
Continuous Improvement

Why Join Us?

Competitive compensation package
Opportunity to lead learning and quality initiatives for a growing IT services organization
Work with cutting-edge SaaS and technical support environments
Career advancement and leadership growth opportunities
Collaborative, innovative, and high-performance work culture
Make a measurable impact on employee development and operational success

Who Should Apply?

This role is ideal for professionals currently working as:

Training Manager
Learning & Development Manager
Technical Training Manager
Quality & Training Manager
Learning Consultant
Training Lead
Instructional Design Manager
Technical Enablement Manager
Operations Training Manager
Helpdesk Training Manager

Candidates from BPO, IT Services, SaaS, Shared Services, Technical Support, Managed Services, Customer Support, Digital Operations, and Technology Consulting environments are highly encouraged to apply.

Ready to Lead Learning & Performance?

If you're an experienced learning leader with expertise in technical training, quality management, SaaS, and IT support operations, this is your opportunity to make a lasting impact.

Apply today and help build world-class technical support teams through exceptional learning and development!

Role

Quality Manager

Timings

Night Shift (Permanent)

Industry

BPO

Work Mode

Work from office

Functional Area

ITES / BPO / Customer Service

Note: Myglit doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@myglit.com.

Chidera Emmanuella Ijeomah

Recruiter - Gratitude Inc

NA, nigeria

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