Job Description:

 The Training & Quality Manager will design and deliver impactful training programs, lead a team of trainers, and ensure employees are equipped with the technical and customer service skills required for success. This role involves collaborating with cross-functional stakeholders, evaluating training effectiveness, driving continuous improvement initiatives, and aligning learning strategies with business objectives. The ideal candidate has extensive BPO training and leadership experience, strong knowledge of IT helpdesk or SaaS environments, and advanced proficiency in SQL, APIs, and technical enablement.


Job Responsibilities:
●Developing and delivering comprehensive training programs for new and existing Helpdesk employees

●Identifying training needs and designing tailored learning solutions to address skill gaps

●Leading a team of Trainers and ensuring high-quality, engaging training delivery

●Continuously evaluating and enhancing training materials and methods to improve learner outcomes

●Collaborating with department heads to align training with business goals and objectives

●Maintaining training records and reporting on programme effectiveness

●Providing coaching and mentoring to support the professional development of the Helpdesk team


Job Requirements:
●5+ years of experience in a BPO training or learning and development role(required)

●Proven track record of designing and implementing successful training programmes

●Strong facilitation and presentation skills with the ability to engage diverse audiences

●Excellent communication and interpersonal skills to work collaboratively with stakeholders

●Proficient in learning management systems and training technology

●Degree in Human Resources, Organizational Development, or a related field

●Minimum 3-4 years of training management experience required

●Minimum 5 years of BPO or call center industry experience required

●Advanced analytics level SQL proficiency is required for learning analytics and performance measurement responsibilities

●Advanced technical knowledge of APIs and integrations is required for technical skills training oversight

●Digital advertising experience is required.


Experience
●2–4 years of professional experience in backend product support, ad tech engineering support, technical integrations, or a related technical operations role.(required)

●Experience in a SaaS environment is strongly preferred; familiarity with API-first platforms, multi-tenant product ●architectures, and platform lifecycle management is highly valued.

●Demonstrated progression into team leadership, training management, or senior technical enablement responsibilities.

●A track record of building, leading, or significantly scaling a training program — including managing trainers and owning curriculum quality — in a technical, SaaS, or digital advertising organization is a strong advantage.


Kindly answer the pre-screening and send it as a comment while applying
Pre-screening question :
● Do you have 5+ years of BPO Training/L&D experience?

● Do you have 3–4 years of Training Management experience?

● Have you managed a team of trainers? How many?

● Do you have experience supporting IT Helpdesk, SaaS, or Technical Support?

● What is your level of SQL proficiency (Basic, Intermediate, or Advanced)?

● Do you have experience with APIs and integrations? (Yes/No)

● Are you willing to work onsite in McKinley, Taguig on a night shift?

● What is your current salary?

● What is your expected salary?

● When can you start?