L&D Specialist

L&D Specialist

Job Type: Full Time-Individual Contributor

Location: Goway Manila

Reporting to: GDS Optimization Lead

Job purpose:

INA Prime Solutions is our BPO line of business in Manila, PH at Goway Travel Ltd. Our mission is to empower businesses through seamless outsourcing solutions, leveraging skilled workforce to drive operational excellence and client success.

As a L&D Specialist focusing on Flights,

What will be your key responsibilities?

• Facilitate onboarding, refresher, and process-specific training sessions.

• Develop and manage a centralized knowledge base for flight-related resources and FAQs to support accuracy and learning retention.

• Promote consistency and standardization across teams through aligned QA–L&D practices.

• Maintain and update training materials, SOPs, quick reference guides, and process flows to reflect the latest airline policies, client updates, and GDS enhancements.

• Ensure QA and training content are aligned with current operational standards.

• Carry out ad hoc tasks and responsibilities as required, providing support across all teams and ensuring smooth operations when unforeseen or urgent matters arise.

• Review, evaluate, and score calls, emails, and etc. against established quality assurance standards.

• Participate, as needed, in calibration sessions, employee communication sessions, and/or creation of communication tools

• Supports and communicates business goals, quality standards, processes and procedures and policies

• Ensure agents adhere to quality assurance standards and standard operating procedures.

• Analyze data and metrics to assess the quality of operations and identify trends or patterns.

• Collaborate with cross-functional teams to implement quality improvement initiatives.

• Conduct coaching sessions as needed

• Provides performance expectations, action plans, and development plans to improve quality

• Monitor and evaluate the effectiveness of quality improvement initiatives.

• Manage and deliver accurate, up-to-date reports across all functional metrics (Quality, Productivity, and Availability). Ensure timely distribution of data for daily, monthly, Month-to-Date (MTD), and Year-to-Date (YTD) analysis.

• Develop and implement strategies to improve operational efficiency and quality.

• Provide support to team members to ensure compliance with quality standards.

What are we looking for?

• Minimum of 1 year experience in Flights customer service or similar function with GDS intensive experience (Saber and Amadeus)
• Proven track record of strong analytical skills and data interpretation.
• Hands-on experience in quality assurance processes and procedures is a plus.
• Excellent interpersonal skills with the ability to communicate feedback effectively.
• Strong organizational skills and knowledge of goal-setting practices.
• Proficiency in data visualization techniques and understanding of support metrics.
• Understanding of basic business metrics and the impact of support on overall performance.
• Ability to solve problems and develop effective strategies to enhance support Quality.

Preferred Qualifications:

• Experience in BPO
• Amadeus and Sabre GDS Expert
• Proficient in Microsoft Excel and Google Sheets

What can you expect from Goway?

Imagine working for a company where your career feels like an adventure. At Goway, you'll join a global community that supports one another:

• We offer a competitive salary accompanied by performance incentives, and we place real importance on time away from work, such as paid personal days for when life calls for them and your birthday off each year.
• Your future matters to us, so we match your RRSP contributions and provide comprehensive medical, dental, and vision coverage.
• Our commitment to professional growth means you'll have access to continuous learning and industry-leading training that keeps you at the forefront of travel innovation.
• Travel is in our DNA, so you'll enjoy exclusive perks and discounts on worldwide getaways.
• Since we operate across Toronto, Vancouver, Los Angeles, Manila, Sydney, and beyond, you'll collaborate across cultures and shape a career path that reflects your ambitions.
• Goway is an equal-opportunity employer. We celebrate differences and are committed to fostering an inclusive workplace for everyone. We appreciate every applicant's interest. Please be advised that only those selected for an interview will be contacted.

How to Apply:

If this role feels like your next step, click "Apply Now" to create your profile, upload your CV, and share a few details about yourself. Our talent team reviews every application, and if your experience aligns with our needs, we will reach out to set up the next step.

Recruitment scams & fraud warning:

Please be aware of any suspicious emails or WhatsApp activity from individuals pretending to be recruiters or senior personnel at Goway Travel. We will never ask you to install an app during the recruitment process. If you receive a message of this nature, please ignore it and report it to Goway.

About Goway

Founded in Toronto in 1970 by Australian economist Bruce Hodge, Goway has evolved from a one-person dream into a family-owned global leader in tailor-made travel. With our headquarters in Toronto and hubs in Vancouver, Los Angeles, Sydney, and Manila, our team of over 700 talented employees designs travel experiences in more than 115 countries across all seven continents. We're united by a passion for travel and are committed to doing the right thing: supporting diversity, equity, inclusion, and sustainable tourism that enriches local communities. Whether working remotely or side by side in one of our offices, we operate as one forward-thinking team, transforming wanderlust into life-changing adventures for our fellow Globetrotters. Discover more