Training and Quality Supervisor

Job description

About the Job: The Training & Quality Supervisor provides functional leadership for FGC+ Training and Quality across Davao and Bacolod. This is a hands-on role focused on developing our Trainers and QA team, improving how Training and Quality are delivered, and building consistent practices across campaigns and sites. The role works closely with Operations to understand campaign needs and provide the right Training and Quality support. Hybrid TQ Specialists continue to report to their respective OMs for campaign priorities, workload, performance, attendance, and day-to-day direction. The Training & Quality Supervisor reports directly to the Head of Operations. What You'll Do: • Observe Trainers during classes and provide practical, structured coaching and feedback on facilitation and delivery. • Coach Trainers on facilitation, adult learning, classroom management, and effective delivery. • Coach and develop QA Specialists on QA practices, calibration, evaluation, and quality standards. • Support the onboarding and development of new Trainers and QA team members. • Lead regular QA calibration sessions and help standardize QA practices across campaigns. • Review training materials, assessments, SOPs, and job aids to ensure they are accurate, practical, and usable. • Help create and maintain Training and Quality playbooks, standards, and best practices. • Review training and QA results to identify gaps and recommend appropriate actions. • Work with OMs to understand campaign Training and Quality needs and determine the appropriate support. • Help prioritize T&Q support across campaigns based on business need, performance gaps, campaign complexity, and available bandwidth. • Partner with Operations before rolling out new Training or Quality processes to ensure they work for the business. • Support onboarding, refresher training, upskilling, and other T&Q activities as needed. • Share and standardize best practices across Davao and Bacolod. • Track Trainer and QA development and follow through on coaching actions. • Support client discussions, calibrations, and Training and Quality concerns when needed. • Identify capability gaps within the TQ team and recommend development actions. • Help improve the overall Training and Quality function as FGC+ grows. What You'll Bring: • 3+ years of hands-on experience in Training in a BPO or similar environment. • 3+ years of hands-on experience in Quality Assurance in a BPO or similar environment. • Strong experience across both Training and Quality. Candidates with experience in only one function will not meet the core requirement. • Strong BPO operations experience and understanding of how campaigns work. • Strong facilitation and presentation skills. • Experience observing, coaching, and developing Trainers and/or QA Specialists. • Good understanding of adult learning, facilitation, and training methodology. • Experience with QA monitoring, evaluation, and calibration. • Experience developing training materials, SOPs, playbooks, job aids, or QA standards. • Ability to review performance data and identify Training and Quality gaps. • Strong communication and collaboration skills. • Comfortable supporting multiple campaigns and working across Davao and Bacolod. • Strong organization and follow-through. • Proficient in MS Office. • Shows ownership, initiative, and a continuous improvement mindset. What we have to offer: A company culture based on our purpose to bring out the untapped potential, creativity, and success in people, partnerships, and brands. A culture built on the mission to develop high-functioning teams by providing an environment of constructive support and inspiration where people grow personally and professionally A market competitive total compensation/rewards package including: Day 1 HMO Competitive pay including incentives and generous allowances Payment of all statutory government benefits 25 days of annual paid leave some days are convertible to cash 13 th month pay Onsite medical support Employee Engagement Events Employee Referral Program Skills, training for personal and professional development A million possibilities are waiting to be ignited. Click "Apply Now"! About FGC+ #SparkSuccess at FGC+! Since 2011, FGC+ has been committed to transforming US businesses through our all-inclusive outsourcing solutions. Through the years, we've built strong remote teams, developed customized processes, and provided exceptional customer service, helping companies soar to new heights. Our dedicated professionals excel in supporting a diverse range of industries with unmatched dedication. Driven by our core values of Empathy, Reliability, Possibility, and Growth, we are focused on #IgnitingPossibility and helping each team member unlock their full potential. At FGC+, we offer more than just a job; we provide a nurturing environment where work-life balance, mentorship, employee engagement, and continuous learning are the pillars of your success. Here, you are more than just an employee —you are part of a team where you can truly thrive and make a difference.