Senior Training & Quality Manager

As the Senior Training and Quality Manager for Booth’s Global Managed Solutions, you will serve as the strategic architect of our human capital development and operational excellence framework across our Managed Solutions hubs in Manila and Cebu, Philippines and Colombia .

In this Global leadership role, You will lead the design, execution, and continuous optimization of end-to-end Training and Quality Assurance (T&QA) strategies that support our AI-augmented human workforce. You will transcend traditional transactional BPO methodologies by operationalizing BoothAgent , our proprietary agentic AI technology, directly into our Quality Assurance and Training ecosystem. By blending BoothAgent’s automated insights, advanced performance analytics, adult learning principles, and modern QA methodologies, you will ensure our global operations consistently hit high-stakes Client SLAs, minimize employee burnout, and exceed compliance benchmarks.

Booth’s Core Values in Action

At Booth, how we grow matters. We are a certified B Corp that operates with a human-first, tech-enabled mindset. The successful candidate will naturally embody and champion our five core values:

• Integrity: You lead by example, building uncompromised, high-trust QA calibration models. You combine human oversight with BoothAgent to create absolute reporting transparency for both our internal teams and global clients.

• Innovation: You look beyond legacy classroom and manual QA models. You actively pioneer the use of BoothAgent to automate transaction monitoring, optimize skill-based routing, and deploy automated QA feedback loops.

• Service Excellence: You establish rigorous, modern service benchmarks that translate directly into a world-class customer experience, driving peak retention and measurable client satisfaction.

• Self-Awareness: You maintain an emotionally intelligent leadership style. You recognize where AI excels (quality, speed, scale) and where human empathy and judgment are irreplaceable, balancing the two to protect your team from burnout.

• Passion: You are deeply committed to people development and community impact. Your enthusiasm inspires trainers, quality analysts, and frontline operators alike to unlock their highest potential in an AI-augmented landscape.

Key Responsibilities

Strategic Leadership & Cross-Border Governance

• Global Standardization: Set the strategic vision, governance frameworks, and standard operating procedures (SOPs) for the Training and Quality Assurance department across both the Philippines and Colombia geographical footprints.

• AI Integration & BoothAgent Governance: Serve as the functional owner of the BoothAgent QA implementation, continuously refining its machine learning feedback loops, prompt scoring, and sentiment tracking to match client metrics.

• Stakeholder Consultation: Partner closely with Operation Director, Operations Managers,, Clients, and other Operations Leaders Globally to translate client business outcomes (Quality, Productivity, CSAT, NPS, AHT, FCR, and Process Accuracy) into automated BoothAgent monitoring matrices and hyper-targeted training curricula.

T raining Management & Workforce Readiness

• Adult Learning Foundations: Deep structural knowledge of Instructional Systems Design (ISD) frameworks, ADDIE methodology or Bloom’s Taxonomy

• Curriculum Development: Demonstrated experience designing multi-week onboarding, behavioral, and technical training pathways for multi-lingual and cross-cultural teams.

• L&D Frameworks: Expert execution of data-driven Kirkpatrick Evaluation Frameworks (Levels 1–4) to tie training deliverables directly to operational KPIs and financial impacts.

• An advantage to have Professional credentials such as ATD (Association for Talent Development) Certified Professional in Talent Development (CPTD), Certified Training Practitioner (CTP), or equivalent instructional design credentials.

• End-to-End Learning Architecture: Oversee the onboarding, nesting, and continuous upskilling phases of multi-cultural teams across specialized workflows (Customer Support, Back-Office, Finance, and Technical Operations).

• AI-Native Workforce Training: Co-design learning paths that train human operators to work seamlessly alongside BoothAgent , maximizing tool adoption, exception-handling capabilities, and process efficiency.

• Learning and Development through Performance Evaluation: Audit the efficacy of regional training programs using data-driven evaluation models, monitoring speed-to-proficiency and training pass rates closely.

Quality Assurance & Continuous Improvement

• Hybrid Quality Frameworks: Construct scalable transaction monitoring, sample strategies, and deep-dive compliance matrices that blend BoothAgent's 100% coverage with targeted human-in-the-loop deep dives.

• Compliance Safeguarding: Ensure that all AI-driven QA processes rigorously protect data and adhere strictly to international compliance laws (HIPAA, DPO/DPS, and local labor protocols).

• Calibration & Analysis: Lead cross-border calibration sessions utilizing BoothAgent metrics to eliminate scoring bias and drive behavioral alignment between our delivery hubs.

• Root Cause Remediation: Utilize BoothAgent’s automated trend analysis to lead continuous improvement programs (e.g., Lean Six Sigma initiatives) that target operational bottlenecks and performance outliers.

Team Leadership & Development

• Mentorship and Scale: Manage, mentor, and build a high-performing bench of Training Managers, Quality Assurance Managers, Instructional Designers, and Analysts in multiple time zones.

• Culture & Engagement: Champion a collaborative, low-burnout workspace culture that pairs advanced technology with human-centric empathy, contributing directly to Booth's industry-leading annual retention rates.
  

Requirements

• BPO Industry Tenure: A minimum of 5-7 years of progressive leadership experience specifically within the BPO / Shared Services industry in the Philippines , with a proven track record of heading joint Training and Quality Assurance departments at a Senior Manager or Director level.
  

• Geographical Scope: Proven experience managing cross-functional or multi-site programs is required. Explicit experience managing nearshore operations in Latin America (specifically Colombia ) is highly desirable.
  

• Educational Background: Bachelor's degree in Business Administration, Human Resources, Communications, Organizational Development, or a related field.
  

Technical & Functional Skills

• AI & Process Automation Fluency: Strong experience working with conversational AI, automated QA platforms, speech analytics, or large language models (LLMs). Experience adjusting AI criteria/prompts or analyzing machine-learning data outputs is a major advantage.
  

• Quality & Process Methodologies: Strong mastery of COPC standards, Lean Six Sigma methodologies (Green/Black Belt certification is a distinct advantage), and modern transaction-sampling models.
  

• Tech Stack Fluency: Deep familiarity with Learning Management Systems (LMS), Advanced QA CRM integrations (Zendesk, Salesforce, ServiceNow), Data Analytics/BI platforms (Power BI, Tableau), and AI-driven coaching tools.
  

Leadership Competencies

• Data & Analytics Literacy: Exceptional ability to synthesize complex QA scores and training metrics into clear, actionable executive insights for global client reviews.
  

• Cross-Cultural Agility: Proven capability to lead, influence, and build deep organizational trust across diverse teams spanning different cultures and time zones.
  

• Agile Problem Solving: A calm, flexible mindset built to thrive within rapidly shifting, high-growth environment landscapes.
  

Work Environment & Remuneration

• Location: Based out of Manila, Philippines with a hybrid work structure.
  

• Travel: Ability to travel internationally (including to Colombia) based on critical operational milestones or client onboarding needs.
  

• Compensation: Competitive corporate salary package, comprehensive health benefits, progressive wellness options, and active engagement with an impact-driven, Certified B Corp.
  

Candidate Profile:

• Must be a seasoned leader in the BPO industry, with experience handling scale.
  

• Experience in supporting multiple programs is an advantage.
  

• Must be experienced in handling large complex teams.
  

• Strong analytics skills are a plus.
  

• Critical Thinking, Stakeholder Management, Business Acumen
  

Job Description Summary

• Single point of contact for Clients as well as Booth Managed Solutions leaders for Training
  

• Driving execution and consistency in Training and Quality Framework
  

• Drive Tech Infusion of Concentrix tools
  

• Support seasonal / growth ramps
  

• Governance of performance
  

• Hypercare action planning
  

• Client Engagement through Workshops
  

• Responsible for Training VOC
  

• Optimize Rewards & Penalty