Training & Quality Manager-Training and Quality (IT as a Service)

Job Overview

We are seeking an experienced Training and Quality Manager to lead learning and development initiatives for a technical support organisation. The successful candidate will oversee training strategy, manage trainer performance, improve learning programmes, and ensure employees are equipped with the technical knowledge and skills required to deliver excellent support.

The ideal candidate has strong experience in BPO training management, technical support environments, learning programme development, and stakeholder collaboration. Experience in SaaS, IT support, digital advertising, and technical enablement is highly preferred.

Job Responsibilities

• Develop and deliver comprehensive training programmes for new and existing Helpdesk employees.
• Assess training needs and design targeted learning solutions to address skill gaps and improve performance.
• Lead, coach, and manage a team of Trainers to ensure effective and engaging training delivery.
• Review and enhance training materials, processes, and methodologies to improve learning outcomes.
• Collaborate with department leaders and stakeholders to align training initiatives with business objectives.
• Maintain accurate training records and prepare reports on programme effectiveness and performance results.
• Provide coaching and mentoring to support employee growth and technical skill development.
• Establish quality standards for training delivery and continuously improve learning programmes.
• Use data and analytics to evaluate training effectiveness and identify improvement opportunities.

Qualifications

• Minimum of 5 years of experience in BPO Training, Learning and Development, or a related field.
• Minimum of 3–4 years of experience managing training teams or leading training functions.
• Proven experience designing, implementing, and improving successful training programmes.
• Experience managing and developing Trainers.
• Strong facilitation, presentation, and communication skills.
• Excellent stakeholder management and collaboration skills.
• Proficiency with Learning Management Systems (LMS) and training technologies.
• Bachelor’s degree in Human Resources, Organisational Development, Business, Information Technology, or a related field is preferred.
• Strong understanding of training analytics and performance measurement.

Preferred Technical Experience

• Experience supporting IT Helpdesk, SaaS, technical support, or digital technology environments.
• Advanced SQL proficiency for learning analytics, reporting, and performance measurement.
• Knowledge of APIs, integrations, and technical concepts used in IT or SaaS environments.
• Experience working with API-based platforms, multi-tenant product environments, or technical product support.
• Experience in digital advertising operations is highly preferred.
• Background in backend product support, technical integrations, ad technology support, or related technical operations roles is an advantage.
• Experience building, scaling, or managing training programmes within technical, SaaS, or digital advertising organisations is highly valued.

Required Skills

• Training programme design and implementation
• Instructional leadership and coaching
• Learning analytics and reporting
• Technical training management
• Team leadership and performance management
• Stakeholder communication