Job Title: Training & Quality Manager( IT As A Service)

Work Location: McKinley, Taguig

Work Setup & Schedule: Onsite/GY


Job Description:

●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


What we're looking for:

●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


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.


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?