Training & Service Quality Specialist

Location: Taguig, Philippines; on-site at least four days per week. Relocation assistance is not authorized.

Company

hirify.global is an innovation-focused multinational company developing products and solutions across global markets.

What you will do

• Design, deliver, and continuously improve training programs for Customer Service and customer-facing operations.
• Support new-hire onboarding, competency assessments, certification, nesting, remediation, and transition to live operations.
• Conduct service-quality evaluations, maintain scorecards, facilitate calibration sessions, and document findings.
• Analyze performance data, customer feedback, complaints, and recurring defects to identify root causes and recommend interventions.
• Provide evidence-based coaching and partner with Operations leaders to improve employee performance.
• Develop dashboards and reports tracking training effectiveness, service quality, speed-to-proficiency, and operational outcomes.

Requirements

• Bachelor’s degree or higher from an accredited institution.
• At least three years of relevant experience in Training and Development, Learning and Development, Service Quality, Customer Service, Operations Capability, or a related customer-facing environment.
• Experience designing, developing, or facilitating training programs and supporting customer-service or operational teams.
• Working knowledge of adult-learning principles, training-needs analysis, competency assessment, and learning evaluation.
• Experience with service-quality evaluations, performance assessments, coaching, or service-quality improvement activities.
• Strong written and verbal English communication skills are required, and candidates must be legally authorized to work in the Philippines without employment-visa sponsorship.

Nice to have

• Experience with service-quality scorecards, evaluation frameworks, calibration sessions, root-cause analysis, or corrective and preventive actions.
• Experience with onboarding, certification, speed-to-proficiency measurement, digital learning, or content-authoring platforms.
• Experience with SAP, Salesforce, Oracle, Excel, Power BI, Lean, Six Sigma, or structured problem-solving methodologies.
• Relevant certification in Training and Development, Instructional Design, Service Quality Management, or Lean Six Sigma.

Culture & Benefits

• On-site working model with at least four days per week in the office.
• May include up to 5% domestic or international travel.
• Programs supporting physical and financial well-being.
• Environment emphasizing innovation, curiosity, creativity, diverse thinking, safety, and continuous improvement.