Steady State QA & Training Manager

A career in IBM Consulting is built on long-term client relationships and close collaboration worldwide. You’ll work with leading companies across industries, helping them shape their hybrid cloud and AI journeys. With support from our strategic partners, robust IBM technology, and Red Hat, you’ll have the tools to drive meaningful change and accelerate client impact. At IBM Consulting, curiosity fuels success. You’ll be encouraged to challenge the norm, explore new ideas, and create innovative solutions that deliver real results. Our culture of growth and empathy focuses on your long-term career development while valuing your unique skills and experiences. Role Purpose The Quality and Training Manager is responsible for leading and integrating the quality assurance and training functions for Level 1 and Level 2 Customer Service Representatives in a telecommunications environment. This role oversees Quality Analysts, Quality Team Leads, and Customer Service Trainers to ensure service excellence, performance optimization, and continuous skill development. The Quality and Training Manager develops strategic initiatives, drives operational improvements, and partners with senior leadership to enhance customer satisfaction, employee performance, and business outcomes.

Key Responsibilities Leadership & Management • Lead, manage, and develop teams of Quality Analysts, Quality Team Leads, and Customer Service Trainers. • Set performance expectations, conduct performance reviews, and provide coaching and career development guidance. • Foster a culture of quality excellence, continuous learning, and accountability across both functions. • Recruit, onboard, and retain top talent for quality and training roles. • Manage team schedules, workload distribution, and resource allocation to meet business demands. Quality Assurance • Develop and implement comprehensive quality assurance strategies, frameworks, and standards for customer service operations. • Oversee the quality monitoring process for all customer interactions across multiple channels (calls, chats, emails). • Establish quality scorecards, evaluation criteria, and performance metrics aligned with business objectives. • Lead calibration efforts to ensure consistency, accuracy, and fairness in quality evaluations across all analysts. • Analyze quality data, trends, and insights to identify systemic issues and drive corrective actions. • Partner with Operations leadership to address performance gaps and implement improvement initiatives. • Ensure compliance with telecommunications regulations, data privacy standards, and company policies. Training & Development • Design and oversee comprehensive training programs for new hires and ongoing development for Level 1 and Level 2 representatives. • Ensure training curricula align with quality standards, business needs, and telecom industry requirements. • Evaluate training effectiveness through performance metrics, quality scores, and customer satisfaction data. • Develop and maintain training materials, resources, and tools including videos, manuals, e-learning modules, and job aids. • Collaborate with subject matter experts to keep training content current with product updates, system changes, and process improvements. • Implement innovative training methodologies including role-playing, simulations, and interactive learning activities. Strategic Planning & Reporting • Develop and execute strategic plans for quality and training that support organizational goals and customer experience objectives. • Prepare and present comprehensive reports, dashboards, and presentations to senior leadership on quality performance, training outcomes, and improvement initiatives. • Conduct root cause analysis for quality issues, customer complaints, and service failures. • Lead continuous improvement initiatives using data-driven insights and industry best practices. • Establish key performance indicators (KPIs) and monitor progress toward quality and training goals. • Manage budgets for quality and training operations, including tools, technology, and external resources. Cross-Functional Collaboration • Partner with Operations Managers, Workforce Management, and senior leadership to align quality and training initiatives with business priorities. • Collaborate with IT and system teams to optimize quality monitoring tools, Learning Management Systems (LMS), and training platforms. • Serve as a strategic advisor on quality and performance matters to executive leadership. • Support change management initiatives by preparing teams for new processes, tools, or organizational changes. • Minimum 6–8 years of progressive experience in quality assurance and/or training, with at least 3–4 years in a management role within a contact center or telecommunications environment. • Proven track record of leading quality and training functions with measurable impact on performance and customer satisfaction. • Strong leadership and people management skills with experience developing high-performing teams. • Deep expertise in quality assurance methodologies, contact center operations, and adult learning principles. • Excellent analytical and strategic thinking skills with the ability to translate data into actionable insights and business recommendations. • Outstanding communication, presentation, and influencing skills with the ability to engage stakeholders at all organizational levels. • Proficiency with quality monitoring tools, Learning Management Systems (LMS), workforce management platforms, and reporting software. • Advanced proficiency with Microsoft Office Suite, including Excel for data analysis, PowerPoint for executive presentations, and CoPilot. • Experience using GenAI tools for process optimization, content development, and analysis. • Strong project management and organizational skills with the ability to manage multiple strategic initiatives simultaneously. • Budget management experience and understanding of resource allocation. • Bachelor's degree in Business Administration, Education, Human Resources, Communications, or a related field; Master's degree preferred. • Extensive experience in telecommunications, technical support, or complex customer service environments. • Certification in Six Sigma, Lean, or other continuous improvement methodologies (Green Belt, Black Belt). • Professional training certifications (e.g., CPTD, ATD, CPLP) are highly desirable. • Experience with instructional design, curriculum development, and e-learning technologies. • Knowledge of industry regulations, compliance standards, and data privacy requirements in telecommunications. Additional Requirements • Flexible availability to support operations across various shifts and time zones as needed. • Ability to travel occasionally for training delivery, calibration sessions, or business meetings. • Strong adaptability to changing business priorities, organizational needs, and industry developments. • Successful completion of background verification, including employment history, education, and criminal record. Philippines Project Management Hybrid Professional QUEZON CITY, PH (0856) IBM Business Services