- Mabalacat City, Central Luzon, Philippines
- 3+ years
Lead quality and training initiatives for a high-volume BPO contact center, ensuring compliance, agent readiness, and continuous improvement.
Responsibilities
- Operationalize and execute client-approved QA frameworks across voice, chat, and email channels
- Lead regular calibration sessions with client QA, BPO QA analysts, and team leads
- Review policy, process, and Knowledge Base updates before release
- Design and deliver onboarding, nesting, upskill, and refresher training
- Translate policy and KB updates into change‑management content