Senior Manager, Training and Quality

About the role

The Senior Manager, Training & Quality leads the design, coordination and evaluation of training and quality initiatives for multiple client programs. Based in Exxa Tower Bridgetowne, Quezon City, you will drive operational efficiency, ensure compliance with client standards, and support business‑scorecard outcomes across diverse verticals.

Key responsibilities

• Define and oversee the overall direction of Training and Quality functions for assigned clients and programs.
• Develop and implement comprehensive processes that link to organizational efficiency and performance metrics.
• Ensure compliance with client‑specific training and quality standards while monitoring sales and service performance.
• Manage and mentor Training and Quality teams operating across multiple sites or geographies.
• Collaborate with senior leadership to set operational objectives, develop departmental plans, and allocate resources.

Required profile

• 10+ years of experience in training, quality, or contact‑center environments, preferably in a technology program.
• Proven track record in performance management, driving training and QA outcomes.
• Bachelor’s degree preferred.
• Previous management experience leading customer‑service, training, or quality teams.
• Strong decision‑making, project‑prioritisation, and ability to work a flexible schedule.
• Willingness to travel occasionally.

Required skills

• Proficiency with Microsoft Outlook.
• Advanced use of Microsoft Word.
• Advanced use of Microsoft PowerPoint.
• Advanced use of Microsoft Excel.

What we offer

• Leadership role influencing managers, supervisors and professional staff.
• Opportunity to shape training and quality strategy across multiple verticals.
• Dynamic, fast‑paced environment with exposure to AI‑enabled tools and data analytics.