Training & Quality Manager (IT As A Service)

Job Title: Training & Quality Manager (IT As A Service)

Work Location: McKinley, Taguig

Work Setup & Schedule: Onsite / GY

Salary: Php 90,000 - 165,000 + taxable allowance 20,000. Allowance is FIXED. Account Allowance is FIXED.

Start Date: ASAP

Note: Former Teleperformance employees are not eligible for rehire, whether directly or through a third party.

Job Description:

- Developing and delivering comprehensive training programs for new and existing Helpdesk employees

- Identifying training needs and designing tailored learning solutions to address skill gaps

- Leading a team of Trainers and ensuring high-quality, engaging training delivery

- Continuously evaluating and enhancing training materials and methods to improve learner outcomes

- Collaborating with department heads to align training with business goals and objectives

- Maintaining training records and reporting on programme effectiveness

- Providing coaching and mentoring to support the professional development of the Helpdesk team

What We're Looking For:

- 5+ years of experience in a BPO training or learning and development role required

- Proven track record of designing and implementing successful training programmes

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

- Excellent communication and interpersonal skills to work collaboratively with stakeholders

- Proficient in learning management systems and training technology

- Degree in Human Resources, Organizational Development, or a related field

- Minimum 3-4 years of training management experience required

- Minimum 5 years of BPO or call center industry experience required

- Advanced analytics level SQL proficiency is required for learning analytics and performance measurement responsibilities

- Advanced technical knowledge of APIs and integrations is required for technical skills training oversight

Experience:

- 2–4 years of professional experience in backend product support, ad tech engineering support, technical integrations, or a related technical operations role required

- Experience in a SaaS environment is strongly preferred. Familiarity with API-first platforms, multi-tenant product architectures, and platform lifecycle management is highly valued

- Demonstrated progression into team leadership, training management, or senior technical enablement responsibilities

- A track record of building, leading, or significantly scaling a training program including managing trainers and owning curriculum quality in a technical, SaaS, or digital advertising organization is a strong advantage