Training and Quality Manager – Technical Helpdesk (Night Shift) at Gratitude Inc. | Torre
Training and Quality Manager – Technical Helpdesk (Night Shift)
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Gratitude Inc.

Training and Quality Manager – Technical Helpdesk (Night Shift)

Gratitude Inc.
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Full-time

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McKinley Hill Drive, Taguig, Metro Manila, Philippines
Posted about 2 months ago

Responsibilities

We are looking for an experienced Training Manager to lead the design, delivery, and continuous improvement of training programs for a Technical Helpdesk environment. This is an excellent opportunity for a seasoned Learning & Development professional with a strong background in BPO operations, technical support, and people leadership. Key Responsibilities: - Design and deliver comprehensive training programs for new hires and existing Helpdesk employees. - Identify training needs and develop learning solutions to address performance and skill gaps. - Lead and mentor a team of Trainers while ensuring high-quality and engaging training delivery. - Evaluate and continuously improve training materials, content, and methodologies. - Partner with stakeholders and department leaders to align training initiatives with business objectives. - Monitor training effectiveness and maintain accurate training records and reports. - Coach and support employees to drive continuous learning and professional development. Qualifications: - Bachelor's degree in Human Resources, Organizational Development, or a related field. - At least 5 years of experience in a BPO Training or Learning & Development role. - Minimum 3–4 years of Training Management experience. - Experience leading and managing a team of Trainers. - Strong background in designing and implementing training programs. - Excellent facilitation, presentation, communication, and stakeholder management skills. - Experience using Learning Management Systems (LMS) and training technologies. - At least 5 years of BPO or Call Center industry experience. Technical Requirements: - Experience supporting IT Helpdesk, Technical Support, or SaaS environments. - Advanced SQL proficiency for learning analytics and performance reporting. - Experience working with APIs and system integrations. - Experience in Digital Advertising is required. - Experience in SaaS, technical operations, backend product support, or technical enablement is highly preferred. - Experience building or scaling training programs in technical, SaaS, or digital advertising environments. - Experience leading technical enablement initiatives and managing curriculum quality. - Strong analytical and problem-solving skills. Application Details: - If you have a passion for developing people, leading high-performing training teams, and driving learning excellence in a technical support environment, we would love to hear from you.
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