JOB SUMMARY

The Training and Quality Assurance (QA) Supervisor is responsible for overseeing, integrating, and executing both Training and Quality Assurance functions to ensure employees are fully prepared, compliant, and consistently meeting client and operational performance expectations.

On the training side, the role owns end-to-end learning delivery, curriculum management, readiness validation, trainer supervision, and alignment with live operations. On the quality assurance side, the role owns evaluation consistency, compliance, calibration, trend analysis, and continuous quality improvement initiatives.

The Training and QA Supervisor works closely with Operations, Workforce, HR, Payroll, Recruitment, and Leadership to ensure training milestones, quality outcomes, and performance data are accurately communicated, particularly when training status adjustments impact agent compensation, payroll eligibility, or employment status.

The role requires continuous learning of product-specific knowledge, procedures, operational changes, and emerging tools, including basic artificial intelligence applications relevant to training and quality monitoring. In the absence of the Training Manager, the Training and QA Supervisor assumes full ownership of Training and QA operations, team leadership, and stakeholder coordination.

The position is primarily based in the General Santos office, requires consistent on-site presence, and includes flexibility to support other office locations as needed.

ESSENTIAL DUTIES AND RESPONSIBILITIES

I. TRAINING RESPONSIBILITIES

1. Own and oversee onboarding, product, systems, customer service, compliance, soft-skills, and refresher training programs.

2. Develop, update, and maintain training curricula, lesson plans, job aids, assessments, and facilitator guides aligned with current SOPs, tools, workflows, and quality standards.

3. Ensure training content accurately reflects live production practices by continuously learning product-specific updates and operational changes.

4. Supervise trainers and provide coaching, feedback, performance evaluations, and development plans.

5. Establish training objectives and readiness benchmarks aligned with operational KPIs.

6. Conduct and validate trainee certifications, simulations, skills checks, and final readiness evaluations.

7. Oversee nesting and transition-to-production activities in partnership with Operations and QA to validate agent readiness.

8. Analyze post-training and early-tenure performance to identify gaps and implement refresher or remediation programs.

9. Develop and manage training schedules based on hiring forecasts, workforce requirements, and night-shift operations.

10. Coordinate closely with Recruitment and Workforce to align class dates, ramp plans, and headcount readiness.

11. Track and report agent training milestones including start, certification, nesting completion, graduation, extensions, and failures.

12. Ensure HR, Operations, Recruitment, Workforce, and Payroll are promptly informed of any training milestone changes that impact agent compensation, payroll eligibility, or employment status.

13. Deliver and facilitate training sessions with strong presentation skills, engaging learners through clear, structured, and professional delivery.

14. Deliver or oversee training primarily at the General Santos office and support training delivery at other office locations as required.

15. Maintain complete, accurate, and audit-ready training documentation and records.

II. QUALITY ASSURANCE RESPONSIBILITIES

1. Supervise Quality Analysts responsible for monitoring, evaluating, and auditing agent interactions.

2. Ensure consistent and accurate application of QA scorecards, evaluation guidelines, and compliance standards.

3. Monitor QA performance for accuracy and adherence to guidelines, providing coaching, feedback, and performance improvement plans.

4. Maintain QA score reporting, compliance tracking, and trend analysis dashboards.

5. Perform statistical analysis on QA results to identify trends, gaps, and root causes.

6. Develop data-driven action plans to improve quality performance and measure their effectiveness.

7. Lead or co-facilitate calibration sessions, QA training sessions, breakout workshops, and business reviews.

8. Partner with Operations to align QA findings with coaching strategies and performance management.

9. Coordinate resolution of escalated quality, compliance, and customer experience issues.

10. Recommend policy, process, and procedural improvements based on QA insights.

11. Ensure QA compliance with client requirements, company policies, and regulatory standards.

12. Maintain audit-ready QA documentation, evaluations, and corrective action records.

III. SHARED LEADERSHIP AND OPERATIONAL RESPONSIBILITIES

1. Maintain strong floor presence through Managing by Walking Around.

2. Manage productivity goals, staffing needs, scheduling, and daily task assignments for Trainers and QAs.

3. Provide accurate and timely reporting to Operations, HR, Payroll, Recruitment, Workforce, and Leadership.

4. Demonstrate openness to learning and applying basic AI-enabled tools or analytics used in training, quality monitoring, coaching insights, or reporting.

5. Assume full responsibility for Training and QA operations in the absence of the Training Manager, including decision-making, escalations, and stakeholder communication.

6. Perform additional duties and projects as assigned to support business objectives.

Requirements

• Strong verbal and written communication skills

• Strong presentation and facilitation skills, with the ability to engage diverse audiences

• Proven ability to lead, coach, and develop teams

• Strong analytical, problem-solving, and decision-making skills

• Ability to manage multiple priorities in a fast-paced environment

• High attention to detail and adherence to procedures

• Professional, empathetic, and constructive feedback delivery

• Strong collaboration skills across departments and organizational levels

• Basic understanding of AI concepts or tools relevant to training, analytics, or quality assurance, with willingness to learn and adapt

• High integrity, honesty, and sound judgment

• Proficiency in MS Office and industry-standard QA tools

• Ability to work flexible and extended schedules when required