Training and Quality Assurance Team Lead

1201 Global BPO

Mandaluyong City, Metro Manila

Management & Support (Call Centre & Customer Service)

Full time

₱35,000 – ₱45,000 per month

Position: Training & Quality Assurance Team Lead

Department: TQA | After-Sales Support

Reporting To: Operations Manager

Work Location: Onsite

Work Schedule: Shifting schedule supporting international markets

Role Overview:

The Training and Quality Assurance Team Leader is responsible for overseeing the organization's training and quality assurance functions to ensure employees meet performance standards and organizational objectives. This role leads the Training and Quality team in developing learning programs, monitoring quality performance, identifying improvement opportunities, and implementing initiatives that enhance employee effectiveness, customer experience, and operational excellence.

Key Responsibilities

Training Management

• Develop, implement, and evaluate training programs for new hires and existing employees.
• Conduct Training Needs Analysis (TNA) to identify learning gaps and recommend development initiatives.
• Supervise onboarding, certification, refresher, and upskilling programs.
• Monitor training effectiveness through assessments, performance metrics, and feedback.
• Ensure training materials, manuals, and learning resources remain accurate and updated.

Quality Assurance & Governance

• Oversee quality monitoring processes and ensure compliance with company standards, policies, and client requirements.
• Own the design, maintenance, calibration, and continuous improvement of quality scorecards.
• Ensure audit standards remain aligned with operational goals and customer experience expectations.
• Conduct calibration sessions with Operations and stakeholders to maintain scoring consistency.
• Review quality disputes, appeals, and escalations and provide recommendations for resolution.
• Analyze quality trends and implement initiatives to improve overall performance.

Operations Support & Performance Management

• Partner with Operations leaders to improve conversion rates, productivity, customer retention, customer satisfaction, and overall campaign performance.
• Analyze operational and quality data to identify root causes of performance gaps and recommend corrective actions.
• Participate in business reviews and provide actionable insights based on training, quality, and operational findings.
• Support the rollout of new campaigns, products, processes, and system enhancements.
• Collaborate with stakeholders to ensure alignment between operational objectives and learning strategies.

Root Cause Analysis & Continuous Improvement

• Conduct root cause analysis on recurring customer complaints, quality failures, compliance issues, policy violations, and operational inefficiencies.
• Develop, recommend, and implement corrective and preventive action plans.
• Measure the effectiveness of improvement initiatives and report outcomes to leadership.
• Drive continuous improvement initiatives that enhance customer experience, employee performance, and operational efficiency.

Customer Experience Management

• Monitor customer feedback, complaints, escalations, and satisfaction trends.
• Identify customer pain points and partner with Operations to improve the end-to-end customer journey.
• Ensure quality and training initiatives positively impact customer experience metrics.

Process Documentation & Knowledge Management

• Develop and maintain Standard Operating Procedures (SOPs), process guides, quality standards, knowledge bases, and training documentation.
• Ensure process updates and business changes are communicated effectively across departments.
• Establish knowledge management practices that support operational consistency and employee readiness.

Workforce Readiness & Change Management

• Lead training readiness activities for new campaigns, products, systems, and process changes.
• Assess organizational readiness and identify training requirements before implementation.
• Ensure employees are equipped with the knowledge and skills necessary to support business initiatives successfully.
• Support change management activities to facilitate smooth transitions during organizational changes.

Compliance & Risk Management

• Ensure adherence to communication standards, customer handling procedures, company policies, data privacy regulations, and client-specific compliance requirements.
• Identify compliance risks and recommend mitigation strategies.
• Conduct audits and monitoring activities to ensure ongoing compliance across operations.

Leadership & Team Management

• Lead, coach, and develop Training Specialists and Quality Analysts.
• Conduct performance reviews and create development plans for team members.
• Manage workloads, project assignments, and departmental priorities.
• Foster a culture of accountability, continuous learning, innovation, and operational excellence.

Qualifications:

·        Bachelor's Degree in Human Resources, Psychology, Business Administration, Education, Communication, or related field.

·        Minimum of 3 years experience in Training, Learning & Development, Quality Assurance, or related functions.

·        At least 1 year of supervisory or leadership experience preferred.

·        Strong knowledge of adult learning principles, quality monitoring methodologies, and performance management.

·        Excellent communication, facilitation, coaching, and presentation skills.

·        Proficient in Microsoft Office applications, particularly Excel and PowerPoint.

·         Experience in BPO, customer service, or shared services environment is an advantage.

Startup Environment Competencies

• Adaptability and Change Agility
• Strategic Thinking
• Project Management
• Business Acumen
• Process Design and Development
• Continuous Improvement Mindset
• Cross-Functional Collaboration
• Stakeholder Management
• Data-Driven Decision Making
• Ability to Build Processes from Scratch