Quality & Training Market Lead – Manila

About the role

The Quality & Training Market Lead will act as the strategic bridge between high‑level safety policies and day‑to‑day execution across the Manila market. You will drive systemic scalability, proactive risk identification, and team excellence within the QTS department.

Key responsibilities

• Lead strategic governance and risk oversight, identifying systemic risks and emerging harmful content trends while partnering with Policy teams.
• Direct cross‑functional Root Cause Analysis (RCA) for major quality defects and produce executive summaries for stakeholders.
• Mentor and develop a team of Quality & Training Specialists, ensuring high performance through shadow audits and calibration sessions.
• Innovate quality programs by re‑engineering processes, optimizing workflows, and leveraging AI/automation for dynamic sampling models.
• Collaborate with Policy, Operations, BPO QA, and Training teams to embed real‑world “Golden Sets” into onboarding curricula.
• Produce quarterly predictive risk assessments that anticipate market‑specific threats such as elections or holidays.
• Establish training governance, identify capability gaps, shape training priorities, and monitor post‑training performance.

Required profile

• Minimum 3 years of proven experience managing and developing high‑performing quality or operational teams.
• Deep expertise in data‑driven analysis and leading complex RCA initiatives.
• Ability to translate raw quality metrics into actionable strategic recommendations.

Required skills