Senior Director of Training and Quality

We are seeking an experienced and strategic Senior Training & Quality Director to lead, elevate, and oversee our global Training and Quality Assurance departments. In this role, you will be responsible for the development, implementation, and continuous improvement of high-impact training and quality programs that directly align with our overarching business goals.

As a key executive leader, you will manage global training and quality teams, build organizational capacity to educate and coach, and ensure exceptional support for both internal and external clients. You will work closely with executive leadership to drive operational excellence, foster a culture of continuous learning, and leverage data-driven strategies to maximize service quality.

Key Responsibilities

• Strategy & Alignment: Develop and execute long-term strategies for training and quality assurance that align with business objectives and elevate existing processes.
• Program Development: Design, implement, and own comprehensive training systems, course content, and support materials to continuously enhance workforce skills and knowledge.
• Quality Assurance & Consistency: Establish robust QA policies and procedures to ensure consistent service excellence across all customer, client, and respondent touchpoints.
• Metrics & Analytics: Establish performance metrics, track accountability, and evaluate program effectiveness to optimize business impact and drive continuous improvement.
• Change Management: Lead change management initiatives by identifying key stakeholders, communication plans, and execution approaches for new processes, technologies, and tools.
• Root-Cause Analysis & Solutions: Investigate operational trends and inconsistencies; design corrective and preventive action plans (CAPA) to optimize service delivery.

Qualifications and Requirements

• Experience: Minimum of 10 years of proven experience in Learning & Development (L&D), training, and quality assurance within a global call center, BPO, or customer service environment.
• Leadership: Minimum of 5 years in a senior leadership/people management role overseeing multi-location or global teams.
• Tools & Systems: Strong proficiency in Training & QA tools, including Learning Management Systems (LMS), Knowledge Management platforms, and data/analytics reporting tools.
• Strategic & Analytical Mindset: Demonstrated ability to evaluate data, perform root-cause analysis, measure key service deliverables, and translate insights into executable strategies.
• Communication & Collaboration: Excellent interpersonal, presentation, and stakeholder management skills to engage effectively with executive leadership and cross-functional teams.
• Mobility: Willingness and flexibility to travel across different organization sites as needed, while permanently based in Tacloban, Ormoc, or Cebu .

Company Description GAIC Professional Services Inc. is an outsourcing and consulting services company that supports clients across diverse industries and sectors. As a subsidiary of EEI, it serves as the internal professional services arm that focuses on delivering technology-driven solutions. The organization partners with clients to improve operational efficiency, optimize processes, and enhance service quality. Team members work in a dynamic environment that values innovation, collaboration, and continuous improvement.