Training & Quality Manager-Training and Quality (IT as a Service)

Job Description

We are seeking an experienced Training Manager to lead the development, delivery, and continuous improvement of training programmes for Helpdesk teams. The ideal candidate will possess a strong background in learning and development within BPO, SaaS, or technical support environments, coupled with expertise in team leadership, data analytics, and technical enablement.

Key Responsibilities

• Design, develop, and deliver comprehensive onboarding and training programmes for new and existing Helpdesk employees.
• Identify skill gaps and create tailored learning solutions to enhance employee performance and productivity.
• Lead, mentor, and manage a team of trainers, ensuring engaging and high-quality training delivery.
• Evaluate and improve training materials, methodologies, and learning outcomes on an ongoing basis.
• Partner with department leaders to align training initiatives with business objectives and operational goals.
• Maintain training records and prepare reports measuring programme effectiveness and learner performance.
• Provide coaching and professional development support to Helpdesk personnel.
• Oversee technical skills training related to APIs, integrations, and backend product support.
• Use SQL and analytics tools to assess training impact, learner progress, and operational performance.

Requirements

• Bachelor’s degree in Human Resources, Organisational Development, Education, Business Administration, or a related field.
• Minimum of five years’ experience in a BPO, call centre, or learning and development environment.
• At least three to four years of experience managing training teams and programmes.
• Proven success in designing and implementing large-scale training initiatives.
• Strong facilitation, presentation, communication, and stakeholder management skills.
• Proficiency in Learning Management Systems (LMS) and modern training technologies.
• Advanced SQL skills, with the ability to perform learning analytics and performance measurement.
• Advanced knowledge of APIs and system integrations.

Preferred Experience

• Two to four years of experience in backend product support, ad-tech engineering support, technical integrations, or technical operations.
• Experience working in SaaS environments, including API-first platforms and multi-tenant architectures.
• Demonstrated progression into leadership, training management, or technical enablement roles.
• Experience building, scaling, or managing training programmes within technical, SaaS, or digital advertising organisations is highly desirable.

Ideal Candidate

The successful candidate will combine strong leadership and training expertise with technical knowledge, analytical capability, and the ability to drive learning initiatives that improve operational performance and support business growth.