Training & Quality Manager (IT as a Service)

Location

Manila (Select Manila in GLIT since Taguig is generally not available.)

Work Setup

Onsite

Shift

Night Shift

Employment Type

Permanent

Experience

5–10 Years

Headcount

1

Start Date

ASAP

Job Description

Teleperformance is hiring an experienced Training & Quality Manager to lead learning and development initiatives for its Digital & Technical Helpdesk program. The role involves managing a team of trainers, designing technical training programs, improving learning outcomes, and supporting business performance through effective training strategies.

Key Responsibilities

• Design and deliver technical training programs for new and existing Helpdesk employees.

• Identify training needs and develop customized learning solutions.

• Lead and manage a team of trainers.

• Evaluate and improve training materials and delivery methods.

• Collaborate with business stakeholders to align training with operational goals.

• Maintain training documentation and measure program effectiveness.

• Coach and mentor employees to improve performance.

• Support technical training related to SQL, APIs, integrations, SaaS platforms, and digital advertising.

Eligibility Criteria

• Minimum 5 years of BPO Training/Learning & Development experience.

• Minimum 3–4 years of Training Management experience.

• Experience managing a team of trainers.

• Minimum 5 years of BPO/Call Center experience.

• Experience supporting IT Helpdesk, Technical Support, or SaaS environments.

• Advanced SQL knowledge.

• Hands-on experience with APIs and system integrations.

• Experience in Digital Advertising.

• Bachelor's Degree in Human Resources, Organizational Development, or a related field.

• Willing to work onsite on a night shift in McKinley, Taguig.

Note: Former Teleperformance employees are not eligible for rehire.