Quality and Learning Lead

Discover your 100% YOU with MicroSourcing!

Position Title: Quality and Learning Lead

Location: Global One, Eastwood, Libis, Quezon City

Work setup & shift: Hybrid

Why join MicroSourcing?

• Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one (plus one or more dependents), paid time off with cash conversion, group life insurance, and performance bonuses.
• A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.
• Work-Life Harmony: Benefit from flexible work arrangements that help you balance work and life.
• Career Growth: Take advantage of continuous learning and career advancement opportunities.
• Inclusive Teamwork: Join a team that celebrates diversity and fosters an inclusive culture.
  
  

Key Responsibilities

• Quality Assurance and Improvement: Develop and implement quality assurance processes to ensure high standards of service delivery. Identify opportunities for continuous improvement and implement changes to enhance quality.
• Learning and Development: Design and deliver training programs to support onboarding, technical skill development, and ongoing learning. Set coaching requirements to ensure personnel are equipped with the necessary skills to deliver quality outcomes.
• KPI Setting and Performance Monitoring: Establish and track KPIs to measure performance and ensure alignment with business goals and strategy. Analyse performance metrics and report on project status to stakeholders.
• Support for Onboarding: Facilitate the onboarding process for new personnel, ensuring they are integrated smoothly into the BPO model and equipped with the necessary knowledge and skills.
• Technical Skill Development: Identify technical skill gaps and develop training programs to address them. Ensure personnel have the technical expertise required to perform their roles effectively.
• Coaching and Training Requirements: Set coaching and training requirements to support personnel development and ensure continuous improvement in service delivery.
  
  

Qualifications

• Experience coordinating quality related assurance.
• Ability to develop and deliver relevant information and training programs.
• Negotiation skills with users, technical staff, and subject matter experts to achieve desired outcomes.
• Quality communication skills, including negotiation and problem resolution to achieve solutions.
• Ability to maintain effective communications across stakeholders through expert guidance, support, and feedback.
• Quality assurance, learning and delivery skills with a background in BPO establishment, delivery, and improvement.
  
  

About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our Commitment to 100% YOU

MicroSourcing believes that our strength lies in the diversity and talent of our people. We foster an inclusive culture that embraces all races, genders, ethnicities, abilities, and backgrounds. We provide space for different perspectives and offer opportunities for everyone to thrive.

At MicroSourcing, equality isn’t just a slogan—it’s our way of life. We don’t just accept your unique, authentic self—we celebrate it and value every contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

For more information, visit https://www.microsourcing.com/

• Terms & conditions apply