Training and Quality Lead

Location: Angeles, Central Luzon, Philippines; onsite contact center operations

Company

hirify.global provides BPO contact center operations supporting traveler experiences, with this role connecting vendor quality performance, agent readiness, and client operations, product, and knowledge teams.

What you will do

• Execute client-approved quality frameworks, evaluation forms, and scoring guidelines across voice, chat, and email channels.
• Lead calibration sessions with client QA, BPO QA analysts, and team leads, and review policy, process, and Knowledge Base updates before release.
• Design and deliver onboarding, nesting, upskill, and refresher training, including job aids, release notes, roleplays, simulations, and assessments.
• Conduct daily audits of live interactions, escalations, transfers, CRM documentation, handle times, Knowledge Base usage, and tool usage.
• Perform root-cause analysis and produce weekly reports covering process, knowledge, system, and training defects.
• Convert findings into coaching plans, refresher content, process improvements, and Knowledge Base recommendations, tracking post-intervention improvement.

Requirements

• 3+ years in quality management, operational auditing, or training delivery within a high-volume BPO/contact center environment; hands-on experience in both quality and training is strongly preferred.
• Experience building and facilitating onboarding, nesting, upskill, or refresher programs, including job aids, assessments, and roleplay scenarios.
• Experience auditing voice, chat, or email interactions against defined quality standards and running calibration sessions.
• Ability to turn audit findings and process changes into concise learning content and facilitate sessions for agents, team leads, and leadership.
• Experience calibrating scoring across QA and operations teams and coaching team leads to drive measurable behavior change.
• Ability to analyze transcript audits, CSS feedback, and performance dashboard data and turn them into actionable insights.
• Ability to drive adoption of new policies, processes, and tools while addressing agent resistance and readiness gaps.
• Clear written and verbal communication for reporting quality defects, training impact, and process feedback to BPO leadership and client teams.

Nice to have

• Experience in travel, hospitality, or tech-enabled customer support operations.
• Familiarity with Lean, Six Sigma, Root Cause Analysis, or 5 Whys.
• Familiarity with ADDIE or a similar instructional design model.
• Train-the-trainer or facilitation certification.

Culture & Benefits

• Full-time role embedded in partner BPO contact center operations.
• Work spans frontline agents, team leads, BPO QA, client QA, Operations, Knowledge Base, and Product teams.
• Focus on accurate, compliant, and effortless traveler experiences.
• Information is handled confidentially according to EEO guidelines.