Training and Quality Lead

5 days ago

Manila, National Capital Region, Philippines Iron Mountain Full time ₱900,000 - ₱1,200,000 per year

Position Summary

The Training and Quality Lead – Customer Excellence is responsible for driving performance excellence by ensuring frontline teams are well-equipped through effective training programs and quality assurance practices. This role will support our Customer Service, Billing, and Collections teams by developing learning content, delivering training sessions, monitoring service quality, and recommending improvements to elevate the customer experience.

Key Responsibilities:

Training & Development

  • Design, develop, and deliver training programs for new hires and tenured staff across Customer Service, Billing, and Collections.
  • Maintain and update training content, process documentation, and knowledge base articles in alignment with current policies and system updates.
  • Collaborate with operations leaders and subject matter experts to identify training needs, performance gaps, and process changes.
  • Conduct coaching sessions, refresher training, and upskilling workshops to drive individual and team capability.

Quality Assurance

  • Implement and maintain quality monitoring frameworks and scorecards tailored for customer support, billing inquiries, and collections interactions.
  • Perform regular audits of calls, emails, and cases to assess service quality, compliance, and customer handling standards.
  • Analyze QA results to identify trends, root causes, and opportunities for coaching or process improvement.
  • Conduct calibration sessions with team leaders and supervisors to ensure evaluation consistency and fairness.

Performance & Process Improvement

  • Partner with Customer Excellence leadership to define performance standards and quality KPIs.
  • Provide actionable insights and recommendations to enhance service quality and operational efficiency.
  • Support the rollout of new tools, systems, and processes through effective change training and communication.
  • Drive continuous improvement initiatives in alignment with customer satisfaction, compliance, and productivity goals.

Qualifications

  • Bachelor's degree in Business, Communications, Education, or related field (or equivalent work experience).
  • 3–5 years of experience in Training and/or Quality Assurance roles within a customer service or shared services environment.
  • Strong understanding of customer service workflows, billing processes, and collections handling preferred.
  • Experience creating learning materials and using Learning Management Systems (LMS).
  • Familiarity with quality tools and performance management systems.
  • Excellent facilitation, communication, and interpersonal skills.
  • Strong analytical skills and attention to detail.

Preferred Qualifications

  • Experience working in a BPO, shared service, or global support model.
  • Familiarity with Iron Mountain systems such as Salesforce, Oracle, or GetPaid is a plus.
  • Exposure to continuous improvement frameworks (e.g., Lean, Six Sigma) is an advantage.

What You'll Gain

  • A chance to make meaningful impact on customer experience across mission-critical services
  • Opportunities for growth and collaboration in a global, values-driven organization
  • Competitive compensation and comprehensive benefits
  • A diverse and inclusive workplace that embraces innovation and excellence

Iron Mountain is an Equal Opportunity Employer. We value diversity and are committed to fostering an inclusive environment for all employees.

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