Training and Quality Lead (E-Commerce)
Location
Quezon City, National Capital Region
Job Type
Full-time
Category
other-general
Posted
May 28, 2026
Job description
We are looking for a Training and Quality Lead with strong e-commerce experience to oversee training programs, quality assurance processes, SOP creation, and customer service performance improvement. The ideal candidate has experience in coaching teams, conducting QA evaluations, building learning materials, and driving operational excellence in a fast-paced customer support environment.
Key Responsibilities
- Develop and implement training programs for customer service teams
- Create and maintain SOPs, process guides, and knowledge base materials
- Conduct onboarding, refresher training, coaching, and performance calibration sessions
- Monitor customer interactions and perform QA evaluations across chat, email, and phone channels
- Identify performance gaps and recommend action plans for improvement
- Track QA metrics, training effec...