Job Summary:
The Training and Quality Manager is responsible for overseeing and developing the training and quality assurance functions within the Customer Service department. This role ensures that customer service agents are well-equipped with the knowledge, skills, and tools needed to provide exceptional support, while also maintaining high-quality standards across all customer interactions.
Key Responsibilities: Training Management:
- Design, develop, and implement training programs for onboarding, upskilling, product updates, and soft skills.
- Coordinate training sessions, create materials/manuals, and track training effectiveness.
- Collaborate with department leads and HR to align training goals with company objectives.
- Monitor agent performance post-training and provide coaching or retraining as needed.
- Lead Train-the-Trainer programs and manage internal trainers, if applicable.
Quality Assurance (QA):
- Establish QA standards, evaluation criteria, and audit procedures.
- Oversee the quality monitoring process for calls, chats, emails, and other support channels.
- Analyze QA data and generate reports to identify trends, gaps, and areas for improvement.
- Provide actionable feedback to agents and team leads to improve service quality and compliance.
- Ensure alignment with customer satisfaction (CSAT), net promoter score (NPS), and other KPIs.
Leadership & Strategy:
- Manage and mentor the training and quality teams.
- Set quarterly and annual goals aligned with the department's KPIs.
- Recommend process and performance improvements based on training outcomes and QA results.
- Support new tool/system rollouts with training and QA input.
Qualifications:
- Bachelor’s degree in Business, Communications, Education, or related field.
- At least 3–5 years of experience in Training and Quality roles in customer service or contact center environments.
- Proven leadership and people management experience.
- Strong knowledge of customer service metrics, QA methodologies, and adult learning principles.
- Excellent communication, presentation, and facilitation skills.
- Proficiency in using CRM, QA software, and learning management systems (LMS).
Preferred Skills:
- Experience in a BPO, tech, or digital service environment.
- Certification in Training and Development or Six Sigma (a plus).
- Familiarity with ISO or COPC quality standards.
Job Types: Full-time, Permanent
Pay: Up to Php90,000.00 per month
Benefits:
- Free parking
- Health insurance
- Life insurance
- Paid training
Schedule:
- 8 hour shift
- Monday to Friday
- Shift system
Supplemental Pay:
- 13th month salary
- Performance bonus
Work Location: In person