Training and Quality Lead (E-Commerce)

About the role

We are seeking a Training and Quality Lead with solid e‑commerce experience to drive training initiatives, quality assurance, and SOP development for our customer service teams. The role focuses on improving performance across chat, email, and phone channels in a fast‑paced support environment.

Key responsibilities

• Design, deliver, and continuously improve training programs for customer service agents.
• Create and maintain SOPs, process guides, and knowledge‑base documentation.
• Conduct onboarding, refresher sessions, coaching, and performance calibration.
• Monitor customer interactions and perform QA evaluations across multiple channels.
• Identify performance gaps, propose action plans, and track improvement metrics.
• Prepare QA reports, scorecards, and training documentation.
• Collaborate with operations and support leads to enhance customer experience and ensure compliance with policies, SLAs, and handling standards.

Required profile

• 3–5 years of experience in Training, QA, or Customer Service Operations, preferably in e‑commerce or BPO.
• Proven ability to create SOPs, improve processes, and conduct quality audits.
• Strong facilitation, coaching, and analytical skills.
• Willingness to work onsite in Quezon City and adapt to shifting schedules.

Required skills

• Experience with Zendesk or similar CRM/ticketing tools.
• Proficiency in Google Workspace.
• Proficiency in Microsoft Office suite.