Training and Quality Supervisor

7 days ago

Taguig, National Capital Region, Philippines Welsend Global Services Inc. Full time ₱3,000,000 - ₱6,000,000 per year

Summary:

We are looking for a Training and Quality Supervisor to lead our training and quality initiatives. You will ensure that agents are well-trained, adhere to company standards, and consistently deliver high-quality service.

Key Responsibilities:

· Oversee training and quality assurance programs to ensure team performance aligns with operational and contractual KPIs.

· Develop, implement, and continuously improve training modules to enhance agent skills and maintain process consistency.

· Serve as the point of escalation for training and quality-related concerns, ensuring timely resolution.

· Monitor adherence to client policies, SLAs, and regulatory requirements.

· Facilitate calibration sessions with clients and cross-functional teams to maintain process accuracy and alignment.

· Drive continuous improvement initiatives to optimize training effectiveness and quality outcomes.

· Prepare, analyze, and report on quality scorecards, dashboards, and performance metrics.

· Support operational change requests and ensure smooth execution across teams.

· Lead governance and compliance engagements, communicating strategies and progress to stakeholders.

· Coach, mentor, and motivate team members to foster a culture of excellence, accountability, and continuous learning.

Qualifications:

· Bachelor's degree in any related field.

· Minimum 5 years in training, QA, or supervisory role in BPO/customer service.

· Strong leadership, communication, and analytical skills.

· Proficient in MS Office and QA/training tools.

Work Setup:

· Willing to work in McKinley, Taguig City (office-based)

· Full time position, Night Shift (Shift Schedule)

· Flexibility to work various shifts, including evenings, weekends, and holidays.

· Can Start ASAP

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