Gratitude India

Training and Quality Manager| Travel| McKinley & Clark URGENT

0 - 3 year(s)

Philippines - Manila (Taguig)

80 - 110 Thousand p.m

Job Description

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Role: Travel Agent

Timings: Night Shift (Permanent)

Industry: BPO

Work Mode: Work from office

Functional Area: Airline / Reservations / Ticketing / Travel

Key Skills:

Training
General management skills
Quality Manager.

Description / Requirements
Job Title: Training and Quality Manager
Account: Travel| Expedia
Work Location: McKinley& Clark
Work Setup & Schedule: Onsite/Night Shift
Salary: 80,000 - 110,000

Note: Former Teleperformance employees are not eligible for rehire—whether directly or through a third party.

Training & Quality Manager

Role Summary:
The Training & Quality Manager is responsible for developing, delivering, and evaluating training programs across technical and non-technical disciplines, while also ensuring the highest quality standards in customer interactions and operational processes. This role leads a team of specialists, mentors, and ensures alignment with departmental strategy and operational goals.

Key Responsibilities
Training & Development:

Design, develop, and deliver training curriculum/materials for general workforce and specialized discipline/technical areas.
Conduct discipline-specific training (e.g., Finance standards, internal controls, process/tool knowledge).
Deliver non-technical training on workplace standards, general skills (communication, time management, Excel/document skills), and leadership/management development.
Evaluate training effectiveness, monitor progress, and recommend improvements.
Oversee or collaborate with vendors for content development and training delivery.
Act as a subject matter expert (SME) in a specialized discipline while understanding related disciplines.
Coach, mentor, and provide guidance to team members on best practices and skill development.

Quality Assurance & Monitoring:
Monitor and evaluate the quality of inbound/outbound calls and other customer contact channels (email, chat) for accuracy and adherence to standards.
Document quality issues and performance metrics for management review.
Provide feedback and support formal education/training for performance improvement.
Drive the development of new solutions, processes, or programs to improve quality and operational efficiency.

Leadership & Strategy:

Ensure implementation of short- to medium-term initiatives aligned with departmental strategy.
Develop and enforce policies, processes, and standards to support operational and tactical goals.
Lead a team of specialists, sometimes with multiple hierarchical levels, managing the full employee lifecycle.
Serve as final decision maker in areas of expertise, guiding both training and quality programs.

Non-Negotiable Requirements:
Minimum of 6 months relevant experience as a Training and Quality Manager.
Strong background in the travel industry, preferably handling Expedia accounts.
Experience with IGT, WNS, and Found ever is a priority.
BPO experience is required.
Ability to handle both Training and Quality functions.

Pre-Screening Notes:
Educational Attainment:
Travel or Expedia Account Experience: [Yes/No – specify accounts handled]
Last Drawn Salary:
Expected Salary:

Note: Gratitude doesn't charge any money from candidates. If you have been asked to pay money to get this job then report to us immediately at support@gratitudeindia.com.

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Ngukuran Terfa

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