Training and Quality Supervisor

• Good Working Environment
• With Night Differential
• Medical and dental insurance

Job Description

The Training and Quality Supervisor supports the Core Services Operations by driving consistent learning, service quality, and compliance across all departments. This role ensures that team members meet performance expectations through structured training, process standardization, and continuous quality improvement. The position plays a key role in coaching leaders, maintaining training documentation, and aligning quality results with business goals and service-level agreements (SLAs).

Job Responsibilities

• Lead the development, rollout, and maintenance of the Core Services Training Framework, including onboarding, functional training, and leadership development modules.
• Coordinate with Team Leaders and Assistant Team Leaders to identify skill gaps and implement targeted upskilling sessions.
• Manage the Core Services Training Matrix, ensuring timely completion of required programs, compliance certifications, and refresher courses.
• Design and deliver onboarding programs for new hires, ensuring alignment with Core Services culture, communication standards, and process workflows.
• Supervise the Training and Quality Assurance (TQA) team in conducting regular process audits, case reviews, and service checks across all functions.
• Develop and maintain QA dashboards, tracking trends in error rates, ticket turnaround times, and service feedback (NPS, internal survey results).
• Conduct performance calibration sessions with TLs/ATLs to ensure consistency of coaching feedback and performance ratings.
• Partner with the OM and TLs in implementing coaching documentation practices, integrating SMART goals and developmental feedback from quality reviews.
• Facilitate Train-the-Trainer programs for TLs/ATLs to strengthen facilitation and documentation skills.
• Consolidate monthly Training and Quality Reports highlighting completion rates, recurring issues, and improvement actions for OM/SM review.
• Support internal audits, process standardization, and continuous improvement initiatives across Core Services.

Essential Skills

Technical

Proficient in MS Office Suite (Excel, PowerPoint, Word) and experienced with e-learning platforms or LMS tools. Strong understanding of training methodologies (ADDIE, Kirkpatrick) and QA tools or templates. Ability to develop and interpret KPI dashboards and performance analytics for training and quality insights.

Business and Management

Strong planning and project management skills; able to manage concurrent training and audit schedules. Excellent documentation, version control, and report preparation skills. Understanding of Core Services workflows, SLAs, and performance management processes.

Interpersonal

Excellent communication, facilitation, and feedback delivery skills. Strong collaboration with TLs, ATLs, and cross-functional teams. Professional demeanor and ability to engage both staff and leadership audiences.

Personal

Detail-oriented and data-driven with a commitment to process excellence. Proactive, accountable, and adaptable to changing operational priorities. Upholds integrity, confidentiality, and respect in all staff interactions.

Minimum Qualifications

• Bachelor’s degree in Education, Psychology, Business Administration, Human Resources, or related field.
• Minimum 3–5 years of experience in training, quality assurance, or operations supervision (preferably in a shared services or BPO environment).
• Demonstrated experience in developing and facilitating training programs for operational teams and leaders.
• Strong written and verbal communication skills with the ability to produce professional training and audit documentation.

Other Benefits and Perks

• Paid training
• 10% Night differential pay from 11:00 pm to 6:00 am only (minus 1 hour lunch)
• HMO coverage at day 1
• Monthly Team Engagement Activities
• Twice a year team building activity
• Starbucks Monday (last Monday of the month)
• Lunch Wednesday (3rd Wednesday of the month)
• Monthly Loyalty Bonus effective 1st Anniversary
• Milestone Bonus (3rd, 5th, 10th year anniversary)
• 15 leave credits per year (Usable upon regularization)
• Additional two leave credits at 1 year and another every 2 years thereafter.