Training and Quality Manager

6 days ago

Taguig, Philippines Welsend Global Services Full time

Overview

Welsend Global Services — On-site position in Taguig. Training and Quality Manager (Order Taking). 5-10 years of experience, Bachelor degree, Full-time.

Responsibilities
  • Training Management: Develop and implement onboarding and continuous training programs for new and existing employees. Collaborate with Operations, HR, and Client Services to identify training needs and performance gaps. Design training content, tools, and materials tailored to the business and client requirements. Oversee a team of trainers to ensure consistent delivery of training across all teams and accounts. Monitor and assess training effectiveness through evaluations, feedback, and performance outcomes.
  • Quality Assurance: Establish and maintain quality assurance frameworks and audit processes to evaluate service delivery and compliance with client and internal standards. Lead and manage the QA team to conduct regular audits, provide feedback, and support performance improvement initiatives. Analyze quality performance data to identify trends, areas of concern, and opportunities for improvement. Collaborate with team leaders and operations to address quality issues and implement corrective actions.
  • Leadership and Strategy: Develop and implement strategies to align training and quality programs with business goals and client expectations. Serve as a key point of contact for training and quality matters during client interactions and audits. Provide coaching, mentoring, and development opportunities to the training and QA teams. Regularly report on training and quality metrics to senior management and stakeholders.
Qualifications
  • A Bachelor's degree or equivalent in a relevant field.
  • At least 5 years of experience in training and quality in a BPO or contact center environment, with 2+ years in a managerial role.
  • Strong understanding of adult learning principles, quality assurance methodologies, and performance management.
  • Excellent communication, presentation, and interpersonal skills.
  • Proficient in Microsoft; familiarity with QA tools is a plus.
  • Strong leadership and team management abilities.
  • Six Sigma certification or equivalent quality training (preferred but not required).
  • Experience working with international clients.
  • Ability to manage multiple priorities in a fast-paced environment.
Work Setup
  • On-site at McKinley, Taguig City (3F, Welsend Global Services, 3rd Floor, Three World Square, 24 Upper McKinley Hill, Taguig, 1634 Metro Manila, Philippines).
  • Full-time position
  • Shifting schedule (day and night shift coverage).
Location and Compliance

If the position requires you to work overseas, please be vigilant and beware of fraud. If you encounter an employer who has the following actions during your job search, please report it immediately:

  • withholds your ID,
  • requires you to provide a guarantee or collects property.
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