Training and Quality Team Lead

4 days ago

Manila, National Capital Region, Philippines Monee Full time

Job Description
Quality Assurance Leadership

  • Lead and mentor a team of Quality Analysts responsible for monitoring and evaluating operational processes, ensuring compliance with internal policies and regulatory standards.
  • Develop, implement, and maintain quality assurance frameworks, audit plans, and control measures to uphold operational accuracy and reduce risks.
  • Analyze quality data, identify trends, and generate reports with actionable insights for management to support continuous improvement.
  • Conduct root cause analysis on errors or process deviations and collaborate with stakeholders to develop corrective and preventive actions.
  • Facilitate calibration and standardization sessions to ensure consistent quality assessments across the team.

Training Leadership

  • Support trainers to assess training needs through performance data, quality findings, and stakeholder feedback to tailor learning interventions.
  • Manage onboarding and induction programs to accelerate employee readiness and proficiency.
  • Monitor training effectiveness through assessments, feedback, and performance metrics; continuously update training materials based on evolving business needs and regulatory changes.
  • Collaborate with HR, operations, and compliance teams to align training strategies with organizational goals.

Cross-functional collaboration and reporting

  • Partner with operations, risk, compliance, and HR to ensure seamless integration of quality and training initiatives.
  • Maintain quality and training dashboards, KPIs, and performance metrics to track team success and identify improvement areas.
  • Prepare and present regular reports for senior management highlighting key findings, progress, and recommendations.
  • Support change management initiatives by evaluating the impact on quality and training, and adapting plans accordingly.
  • Report regularly to CX Management Lead and perform other functions as deemed necessary by the Senior Management.

Requirements

  • At least 3-6 years of specialized Training & Quality Assurance experience within AML Transaction Monitoring, Customer Due Diligence (CDD), or Fraud Management. Background in banking, fintech, or the payments industry is highly preferred.
  • At least 2 -4 years of work experience supervising or managing junior team members.
  • Bachelor's degree in a related field is a plus.
  • Must have good time management skills to handle BAU and strategic projects.

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