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
