Lead Training, Quality, and Performance That Shape Customer Experience
Our client, iCash, is a fast-growing financial technology company providing accessible and responsible lending solutions across Canada. Known for combining technology, data, and customer-focused service, the company continues to expand its digital financial services and customer experience operations. Joining their team means becoming part of a forward-thinking fintech organization that values innovation, compliance, customer experience, and continuous improvement, while offering opportunities to grow within the evolving financial technology industry.
Job Description
Take on a leadership role where you drive training, quality, and operational excellence across contact center teams. As an Enablement Manager, you will lead training, quality assurance, and procedure management functions within the contact centre, ensuring frontline advisors have the skills, tools, and processes needed to deliver consistent and compliant customer experiences. You will drive training programs, manage QA initiatives, and oversee operational documentation.
Job Overview
Employment type: Full time
Shift: Night shift, Weekends Off
Work setup: Work From Home
Salary: PHP 80,000.00 - PHP 115,000.00
Exciting Perks Await!
- Competitive Salary Package
- Permanent WFH arrangement
- HMO coverage with free dependent upon regularization
- Fixed weekends off
- Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
- Unlimited upskilling through Emapta Academy courses (Want to know more Visit: https://emapta.com/training-calendar/)
- Free 24/7 access to our office gyms (Ortigas and Makati)
- Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)
- Unlimited opportunities for employee referral incentives across the organization
- Standard government and Emapta benefits
- Total of 20 annual leaves to be used on your own discretion
- Fun engagement activities for employees
- Mentorship and exposure to global leaders and teams
- Career growth opportunities
- Diverse and supportive work environment
The Qualifications We Seek
- 3 to 5 years of contact center operations experience, with at least 2 years in a management role covering training, QA, or procedures
- Proven experience managing Team Leaders or supervisors and ability to lead leaders, not just individual contributors
- Self-starter who is proactive and results-oriented, does not wait to be told what to do
- Demonstrated ability to identify problems, propose solutions, and drive initiatives end-to-end
- Strong knowledge of contact center KPIs, metrics, and best practices
- Experience with CCaaS platforms (NiceCXone strongly preferred)
- Excellent communication, coaching, and influencing skills
- Strong process orientation with the ability to drive change and continuous improvement
Skills Information
Technical Skills
- Data analytics and reporting
- Nice CXone
Soft Skills
- Communication Skills
- Documentation Skills
- Leadership
- Quality Assurance Mindset
- Team Management
- Training And Development
Your Daily Tasks
Leadership & Team Management
- Lead, coach, and develop three Team Leaders: Training, Quality Assurance, and Procedures/Documentation
- Set clear objectives for each Team Leader, conduct regular check-ins, and ensure accountability for results
- Foster collaboration and alignment across all three functions to ensure an integrated approach to enablement
- Identify development needs for Team Leaders and implement individual growth plans
Training & Development
- Design, deliver, and continuously improve training programs for new hires, ongoing development, and upskilling
- Ensure training content is current, relevant, and tailored to the realities of both product lines (iCash and Earna)
- Integrate compliance requirements, product knowledge, and customer interaction standards into all training paths
- Proactively identify skill gaps through performance data analysis and propose corrective action plans
- Develop and maintain a structured training calendar aligned with operational needs
Quality Assurance (QA)
- Manage the day-to-day QA program, including evaluations, calibrations, and feedback delivery
- Ensure consistency and objectivity of quality evaluations across iCash and Earna teams
- Translate QA findings into actionable recommendations for operations managers and team leads
- Take initiative to evolve evaluation criteria and scorecards based on observed trends and strategic objectives
- Leverage Nice technology for screen recording and quality analysis
Procedures & Documentation
- Ensure all operational procedures are documented, up to date, and easily accessible to advisors
- Independently identify and address documentation gaps without waiting for issues to be flagged
Continuous Improvement & Leadership
- Act as a change agent; challenge the status quo and proactively propose improvements
- Prepare regular analyses and reports on enablement function performance (training, QA, procedures)
- Coach Team Leaders and, through them, develop enablement team members (trainers, QA analysts, procedure writers)
- Work closely with the Data Analytics team to support data-driven decision making
Welcome to Emapta Philippines!
Join a team that values camaraderie, excellence, and growth. Recognized as one of HR Asia's Best Companies to Work For in Asia 2025 and a finalist in 2026 Inspiring Workplaces Awards Asia, Emapta stands proudly alongside industry giants, offering stability and exciting career opportunities. Your career flourishes here with competitive compensation, international clients, and a work culture focused on collaboration and innovation. Work with global clients across industries, supported by a stable foundation and like-minded professionals passionate about making an impact. We empower your success with opportunities for personal and professional development in an inclusive environment.
Apply now and be part of the #EmaptaEra!
