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

Gratitude Inc

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1 week ago

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

5-10 Year(s)

Manila

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Job Description

Key Skills

Quality Management System SAAS BPO training Training Management Digital Advertising IT Helpdesk Experience API Integration

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Training & Quality Manager (IT as a Service)

Location

Manila (Select Manila in GLIT since Taguig is generally not available.)

Work Setup

Onsite

Shift

Night Shift

Employment Type

Permanent

Experience

5–10 Years

Headcount

Start Date

ASAP

Job Description

Teleperformance is hiring an experienced Training & Quality Manager to lead learning and development initiatives for its Digital & Technical Helpdesk program. The role involves managing a team of trainers, designing technical training programs, improving learning outcomes, and supporting business performance through effective training strategies.

Key Responsibilities

Design and deliver technical training programs for new and existing Helpdesk employees.
Identify training needs and develop customized learning solutions.
Lead and manage a team of trainers.
Evaluate and improve training materials and delivery methods.
Collaborate with business stakeholders to align training with operational goals.
Maintain training documentation and measure program effectiveness.
Coach and mentor employees to improve performance.
Support technical training related to SQL, APIs, integrations, SaaS platforms, and digital advertising.

Eligibility Criteria

Minimum 5 years of BPO Training/Learning & Development experience.
Minimum 3–4 years of Training Management experience.
Experience managing a team of trainers.
Minimum 5 years of BPO/Call Center experience.
Experience supporting IT Helpdesk, Technical Support, or SaaS environments.
Advanced SQL knowledge.
Hands-on experience with APIs and system integrations.
Experience in Digital Advertising.
Bachelor's Degree in Human Resources, Organizational Development, or a related field.
Willing to work onsite on a night shift in McKinley, Taguig.

Note: Former Teleperformance employees are not eligible for rehire.

Role

Training Manager

Timings

Night Shift (Permanent)

Industry

IT-Software / Software Services

Work Mode

Work from office

Process

Non-Voice

Functional Area

ITES / BPO / Customer Service

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