Job Title:

Sr. Manager, Training and Quality

Job Description

Primary Purpose

Leads the strategic alignment of Training & Quality across multiple programs.
Partners closely with Operations leadership to ensure Training & Quality initiatives support client-specific business goals and KPIs.
Serves as the primary point of contact for Training & Quality matters at both regional and global levels for supported programs.
Core Responsibilities
Develop and execute Training & Quality strategy across multiple lines of business.
Drive achievement of client KPIs, quality scores, compliance requirements, and training effectiveness.
Partner with Operations, Workforce Management, Client Services, and other support functions.
Manage and develop Managers, Supervisors, Trainers, Quality Leaders, and related TQ support functions.
Lead governance reviews, business reviews, action plans, and performance improvement initiatives.
Provide executive-level reporting and insights on performance trends, quality outcomes, and learning effectiveness.
Ensure consistency in quality standards, calibration processes, coaching frameworks, and training delivery.
Support client presentations, QBRs, MBRs, audits, and strategic improvement initiatives.

Primary Purpose

• Leads the strategic alignment of Training & Quality across multiple programs.
• Partners closely with Operations leadership to ensure Training & Quality initiatives support client-specific business goals and KPIs.
• Serves as the primary point of contact for Training & Quality matters at both regional and global levels for supported programs.

Core Responsibilities

• Develop and execute Training & Quality strategy across multiple lines of business.
• Drive achievement of client KPIs, quality scores, compliance requirements, and training effectiveness.
• Partner with Operations, Workforce Management, Client Services, and other support functions.
• Manage and develop Managers, Supervisors, Trainers, Quality Leaders, and related TQ support functions.
• Lead governance reviews, business reviews, action plans, and performance improvement initiatives.
• Provide executive-level reporting and insights on performance trends, quality outcomes, and learning effectiveness.
• Ensure consistency in quality standards, calibration processes, coaching frameworks, and training delivery.
• Support client presentations, QBRs, MBRs, audits, and strategic improvement initiatives.

Location:

PHL Cebu City - Cebu Exchange Tower, Salinas Drive, Cebu IT Park, Lahug

Language Requirements:

Time Type:

Full time