Quality & Training Manager (BPO)

Mall of Asia, Philippines

Night Shift | Onsite

About the Role

We're looking for a Quality & Training Manager who can take full ownership of performance improvement across operations. This role sits at the center of delivery—driving quality standards, building training strategies, and making sure teams consistently hit client expectations.

You won't just manage teams—you'll shape how performance is measured, coached, and improved at scale.

Key Responsibilities

Quality Management

Lead end-to-end quality framework across accounts (audit, calibration, compliance, and governance)
Define and track quality KPIs such as CSAT, accuracy, and process adherence
Conduct regular calibrations with operations and clients to ensure alignment
Identify performance gaps through data analysis and implement corrective actions
Drive continuous improvement initiatives to enhance service delivery

Training & Development

Design and execute training strategies (new hire, refresher, upskilling)
Oversee onboarding programs to ensure smooth transition to production
Build training modules aligned with business needs and client expectations
Monitor training effectiveness through performance metrics and feedback loops
Partner with operations to identify skill gaps and develop targeted interventions

Stakeholder Management

Act as the key point of contact for clients on quality and training initiatives
Present performance insights, trends, and action plans to leadership
Collaborate with operations leaders to drive overall account performance

Team Leadership

Lead and mentor Quality Analysts and Trainers
Set clear goals, track performance, and support career development
Build a strong culture of accountability, coaching, and continuous learning

Must-Have Qualifications

Minimum 7+ years of experience in BPO, with strong exposure to Quality and Training functions
At least 2–3 years in a leadership role managing QA and/or Training teams
Strong understanding of end-to-end quality frameworks, audits, and calibration processes
Hands-on experience in training design, onboarding, and learning effectiveness tracking
Strong analytical skills with the ability to translate data into action
Excellent communication skills with experience in client-facing roles
Willing to work onsite in Mall of Asia on a night shift schedule

Good to Have

Experience handling multiple accounts or large-scale teams
Six Sigma / Lean certification
Exposure to process improvement or transformation initiatives
Knowledge of tools like Power BI, Excel dashboards, or LMS platforms

Why Join

Direct impact on business performance and client satisfaction
High-visibility role working closely with leadership and clients
Opportunity to build and scale quality and training frameworks
Fast-paced environment with real ownership

Training And Quality Manager