Training & Quality Lead

4 days ago

Mandaluyong City, National Capital Region, Philippines VidaXL International (HK) Limited Full time $90,000 - $120,000 per year

We are seeking a tactical and analytical Training & Quality Lead to lead our Quality Assurance (QA) and Training functions across all customer service channels and verticals. This role will be responsible for improving QA efficiency, streamlining processes, and driving high-impact training initiatives to enhance agent performance and customer satisfaction.

You will manage a diverse team of QAs, trainers and process specialist (around 15FTE) and work closely with stakeholders to ensure we focus on what truly matters: agent effectiveness, intelligent prioritization of QA efforts, and continuous learning.

Key Responsibilities

  • Lead and manage a team of 7 QA analysts, 4 trainers and 2 process analysts.
  • Create a structured overview of QA responsibilities and propose improvements for the way of working and division of tickets by channel, vertical, and project.
  • Improve reporting quality with clear, actionable insights to establish handover processes to training teams, ensuring that key insights from QA translate into training initiatives.

  • Deliver high-level reports showing top QA mistakes and outline corrective actions to share with stakeholders.

  • Analyze ticket trends and define areas for prevention and efficiency and act upon these areas.

  • Develop an improved strategic training overview: overview of types of training, delivery methods, and timing (e.g., blogs, location-based, remote).

  • Innovate training methods to improve retention and engagement.
  • Recommend or design tooling/automation solutions to improve efficiency of QA workflows and trainings processes.

Qualifications & Experience

  • 10+ years in QA, Training, or Process Improvement roles, ideally within customer service or operations.
  • Experience managing QA or training teams, with strong leadership and coaching skills.
  • Strong analytical skills and comfort with tools (Excel, QA software, reporting dashboards).
  • Proven ability to create efficient processes and reduce inefficiencies.
  • Excellent communicator – able to translate insights into action and influence stakeholders.
  • Experience with automation, ticketing systems, or AI-based QA tools is a strong plus.

Bonus Skills (Nice to Have)

  • Experience with tools or platforms for QA automation or ticket selection logic.
  • Background in customer success metrics and stakeholder engagement strategies.
  • Familiarity with LMS systems or digital training design tools.

  • Training & Quality Lead

    4 days ago

    Mandaluyong City, National Capital Region, Philippines vidaXL Full time ₱1,500,000 - ₱2,500,000 per year

    Job DescriptionOversee the Process Specialists and Trainers, ensuring alignment with company goals and objectives.Lead the creation, design, documentation, evaluation, and updating of customer service processes. Ensure all processes are data-driven and aligned with business goals.Develop and implement training programs for all customer service employees,...

  • Training & Quality Manager

    14 hours ago

    Mandaluyong City, National Capital Region, Philippines Support Services Group Full time ₱400,000 - ₱800,000 per year

    Are you a visionary leader with a passion for excellence and a talent for developing top-tier talent? We are looking for a Training and Quality Manager to elevate our team's performance, ensure operational excellence, and drive continuous improvement.In this pivotal role, you will lead our quality assurance and training initiatives, setting the highest...

  • Training Technical Lead

    4 days ago

    Mandaluyong City, National Capital Region, Philippines Planate Management Group Full time ₱1,500,000 - ₱3,000,000 per year

    Planate Management Group South East Asia Corp (PMG SEAC) is a multi-disciplinary team of highly skilled and experienced professionals dedicated to providing comprehensive support to our clients. Our mission is to deliver the highest quality and most cost-efficient business support services, contributing to the success of our clients and their organizations...

  • Urgent Hiring Quality Assurance Team Lead

    2 weeks ago

    Mandaluyong City, National Capital Region, Philippines Teleperformance Full time ₱1,200,000 - ₱2,400,000 per year

    About the roleWe are urgently seeking an experienced Quality Assurance Team Lead to join our dynamic team at Teleperformance's EDSA location. As the Quality Assurance Team Lead, you will play a pivotal role in ensuring the delivery of exceptional customer service and the maintenance of the highest quality standards across our call centre operations.What...

  • Training & Quality Assurance Support

    2 days ago

    Mandaluyong City, National Capital Region, Philippines Smoothlink Technologies Inc Full time ₱250,000 - ₱450,000 per year

    Position OverviewThe QA Assistant provides administrative and operational support to the Quality Assurance team of Smoothlink Technologies Inc. This role focuses on data entry, validation, tracker maintenance, reporting, and assisting in targeted QA activities such as call certifications, simulations, and mock sessions. The QA Assistant may also be assigned...

  • Quality Assurance Automation Lead

    4 days ago

    Mandaluyong City, National Capital Region, Philippines SID Global Solutions APAC Full time ₱1,500,000 - ₱2,500,000 per year

    Job Title:Quality Assurance Lead (Automation Testing)Location:Mandaluyong City / Makati CityEmployment Type:ContractWork Schedule:Day shiftLevel:Senior / LeadExperience Required:Minimum 6-8 yearsWe are looking for aLead Automation Testerwith extensive experience inTest Automation, a strong background in thelife insurance domain, andMust have ahands-on...

  • Quality Assurance Manager

    4 days ago

    Mandaluyong City, National Capital Region, Philippines Salmon Services Inc. Full time ₱600,000 - ₱840,000 per year

    Apply here: About the Role – Quality Assurance (QA) ManagerThe QA Manager will design, lead, and execute Salmon's quality monitoring program for customer interactions across financing and banking services. You will set quality standards, lead calibration sessions, analyze performance trends, and collaborate with Operations and Training to elevate support...

  • Training Supervisor

    2 days ago

    Mandaluyong City, National Capital Region, Philippines Support Services Group Full time ₱900,000 - ₱1,200,000 per year

    This role ensures training delivery is consistent, effective, and aligned with both client expectations and internal quality standards. The Training Supervisor partners closely with operations, quality, and client stakeholders to drive readiness, performance, and continuous improvement within the training function.Key ResponsibilitiesTraining Oversight &...

  • Training and Quality Manager

    4 days ago

    Quezon City, National Capital Region, Philippines Private Advertiser Full time $60,000 - $80,000 per year

    Department: Learning ServicesOverview: Responsible for designing, developing, and delivering leadership, management, and professional development training programs for CSRs, ensuring high-level customer experience and client policy adherence.Key Responsibilities:Coordinate Training Delivery: Identify opportunities, schedule resources, supervise courses,...

  • Quality Analyst

    4 days ago

    Mandaluyong City, National Capital Region, Philippines ibex Full time $70,000 - $120,000 per year

    TheQuality Analystassesses call quality to ensure that CSRs deliver their role in line with the company and client's quality values and methodology.ResponsibilitiesMonitoring of Calls – 15-30 calls per dayDaily/weekly/monthly reports and other communication materials to highlight quality metric performance achievements and identify areas of...