Sr. Manager, Training and Quality

Job Title: Sr. Manager, Training and Quality

Job Description

Provides overall leadership, direction, coordination, and evaluation of the Training & Quality function for a large, complex, or multi-site portfolio within a BPO/contact center environment.
Drives strategic alignment of training and quality programs with business goals, client expectations, operational performance, and continuous improvement priorities.
Leads through managers, supervisors, and senior individual contributors to strengthen organizational capability, consistency, compliance, and business results.
Partners with internal and external stakeholders to improve service quality, workforce readiness, operational efficiency, and client satisfaction."

Essential Functions/Core Responsibilities
Provides strategic and operational leadership for the Training & Quality function across assigned portfolio(s), programs, sites, or geographies.
Establishes direction for training delivery, quality monitoring, calibration, certification, governance, and process improvement activities.
Builds, develops, and leads high-performing teams and leaders who continuously improve capability, performance, and engagement.
Reviews business performance, identifies trends, determines root causes, and ensures corrective and preventive actions are implemented.
Partners with senior operations leaders, clients, account management, and support teams to align Training & Quality strategies with business and client requirements.
Oversees audits, compliance reviews, reporting, and process standardization across the assigned scope.
Drives initiatives that improve quality of support, enhance workforce preparation, reduce cost, and strengthen operational effectiveness.
Ensures effective use of data, insights, and performance reviews to support decision-making and long-term planning.
Leads complex, cross-functional task forces and improvement initiatives involving Operations, Client, Account Management, and Resource Unit partners.
Provides executive-level updates, recommendations, and performance insights to internal and external stakeholders.
Ensures applicable internal and client-required certification and training processes are implemented and maintained.
Supports organizational readiness for growth, transformation, new business, and changing client requirements.
Candidate Profile
Bachelor’s degree preferred.
Significant experience in Training, Quality, Learning, Quality Assurance, or contact center operations required.
Strong people leadership experience, including leadership of managers, supervisors, or senior specialists, preferred.
Strong written, verbal, facilitation, and presentation skills.
Proficient in Microsoft Office applications.
Demonstrated ability to lead large or complex teams and drive business outcomes through others.
Strong analytical and strategic thinking skills, including trend analysis, root cause identification, and action planning.
Ability to build strong working relationships with internal and external stakeholders.
Strong execution discipline, sound judgment, and ability to manage multiple priorities in a fast-paced environment.
Ability to work a flexible schedule and occasional travel may be required.
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Location: PHL Quezon City - Tera Tower 20th Floor