Job Title

Training & Quality Manager (IT as a Service)

Role Overview

We are seeking a high-performing Training & Quality Manager to lead our Digital and Technical Helpdesk teams. In this role, you will design, drive, and evaluate comprehensive technical training programs, manage a team of trainers, and leverage advanced learning analytics to boost performance across our IT service operations.

• Program: Digital & Technical

• Work Location: McKinley, Taguig (Onsite)

• Schedule: Night Shift / Night Owl (GY)

• Work Setup: Onsite

Key Responsibilities

Training & Program Management

• Develop, deliver, and continuously evaluate end-to-end training programs for new hires and existing Helpdesk employees.

• Identify skill gaps and design tailored learning solutions aligned with business goals and key operational metrics.

• Maintain comprehensive training records and report on learning program effectiveness to leadership.

Leadership & Coaching

• Lead, mentor, and elevate a team of Trainers to ensure high-quality, engaging delivery.

• Provide continuous coaching and professional development support to the Helpdesk team.

• Partner with department heads and key stakeholders to align enablement strategies with evolving product and operational needs.

Technical & Analytics Oversight

• Oversee technical skills training covering API-first platforms, product integrations, and backend architectures.

• Utilize advanced SQL analytics to measure learning outcomes, agent performance, and training ROI.

Qualifications & Requirements

Experience

• Total BPO / Call Center Experience: Minimum of 5 years required.

• Training Management Experience: Minimum of 3–4 years leading training/L&D teams.

• Technical Operations Experience: 2–4 years in backend product support, ad tech engineering support, technical integrations, or a related role.

• Track Record: Proven success building, scaling, or managing training curricula in a technical, SaaS, or digital advertising environment.

Technical Skills & Background

• Digital Advertising Experience: Required.

• SQL Proficiency: Advanced analytics-level SQL skills for performance and learning analytics.

• Technical Knowledge: Strong understanding of APIs, integrations, and SaaS environments (familiarity with API-first platforms and multi-tenant architectures is strongly preferred).

• LMS: Proficient with Learning Management Systems and modern learning tools.

Education & Core Competencies

• Bachelor’s degree in Human Resources, Organizational Development, IT, or a related field.

• Exceptional presentation, facilitation, and interpersonal communication skills.

​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)
●Do you have experience in Digital Advertising?
● 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?

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