Core Training and Quality Director

1 day ago

Pasig, National Capital Region, Philippines Enshored Inc. Full time

As a Core Training and Quality Director, you will be responsible for operational readiness and service quality assurance frameworks.

This role will collaborate closely with Operations, HR, Client Services, and Technology to implement scalable training programs, robust quality frameworks, and data-driven improvements aligned with client expectations and business goals.

KEY RESPONSIBILITIES

Strategic Leadership

  • Develop and execute the overall Training and Quality roadmap for current and future business needs.
  • Partner with senior leadership to align Training & Quality efforts with company goals, growth plans, and new client implementations.
  • Build and lead a high-performing team of Training Managers, Trainers, QA Managers, and QA Analysts.

Training

  • Design and implement end-to-end onboarding, product, soft skills, leadership, and upskilling programs.
  • Champion digital learning, LMS platform rollout, gamification, and microlearning strategies.
  • Measure training effectiveness (time-to-proficiency, certification rate, attrition) and refine programs accordingly.

Quality

  • Establish standardized QA frameworks and scorecards across all accounts.
  • Implement QA audit mechanisms, coaching strategies, and escalation processes.
  • Drive root cause analysis, calibrations, and continuous service improvement initiatives.

Analytics, Tools & Automation

  • Leverage data to identify performance gaps and drive operational interventions Evaluate and implement AI-driven tools, auto-QA systems, and real-time coaching platforms.

Stakeholder Engagement

  • Serve as a strategic advisor on Operations training and quality performance to Operations, HR, and Clients
  • Lead client calibration sessions and participate in business reviews.

MINIMUM REQUIREMENTS AND QUALIFICATIONS

Experience

  • Minimum 10 years of progressive leadership experience in either Training, Quality, or Learning & Development, ideally in a BPO or shared services environment.
  • At least 5 years in a Senior Manager/ Director-level role overseeing large teams across multiple accounts or sites.
  • Six Sigma Green Belt Trained or certified, Yellow Belt Certified, or COPC Certification
  • Proven success in building training programs and quality systems from the ground up.

Education

  • Bachelor's degree required; Education, Business, or related field is a plus.

Skills & Competencies

  • Deep understanding of training methodologies, adult learning principles, QA frameworks, and analytics.
  • Experience with LMS platforms, QA tools, digital learning systems, and AI-enhanced coaching.
  • Strong leadership, project management, stakeholder engagement, and communication skills.
  • Data-driven and analytical mindset; able to translate insights into action plans.
  • Passion for performance improvement, culture-building, and innovation.

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