Manager, Product Training and Quality

The Manager, Project Training & Quality is responsible for leading client-specific and business unit quality assurance and training initiatives, including quality monitoring, training program development, performance analysis, quality improvement, audit readiness, and compliance activities. This role partners with operational leadership, Quality & Compliance, and clients to identify training needs, develop quality strategies, improve operational performance, and ensure compliance with client, regulatory, and company standards.

• Develop and enhance client training programs that improve customer satisfaction, service quality, and compliance with Inizio and client standards of excellence.
• Define and document training plans, schedules, and requirements. Design, develop and revise training and instructional materials for classroom use, ad-hoc and/or self-administered training.
• Provide ongoing and refresher training for project team.
• Develop and recommend training methodologies and implementation strategies to support operational excellence and continuous quality improvement.
• Formulate teaching outline and determine instructional methods such as individual training, group instruction, lectures, demonstrations, conferences, meetings and workshops.
• Test trainees to measure progress and to evaluate effectiveness of training.
• Review and interpret documents such as Client program procedure manuals and training modules. Interpret and translate to staff instructions furnished in written, oral, diagram, or schedule form.
• Perform monitoring of services for assigned project and/or Quality Assurance Department.
• Provide constructive coaching and feedback to staff with goal of improving overall customer experience.
• Coordinate quality review calibration sessions with Client Account Management Team, Project team and Client, if applicable.
• Compile, analyse, and report Quality Assurance (QA) metrics and trends; recommend revisions to procedures, training materials, and quality documentation to support continuous improvement.
• Identify quality trends, root causes, and opportunities for process improvement, and partner with operational leadership to implement corrective and preventive actions.
• Lead or support the annual review and ongoing maintenance of client Standard Operating Procedures (SOPs), work instructions, and training documentation.
• Assist with internal and external client audits as dictated in the Inizio Quality Management Plan.
• Assist with quality activities and reporting as requested by the Client, Business Unit Director, Senior Vice President, Operational Excellence & Quality Assurance and/or the Manager, Quality Monitoring.
• Provide leadership and guidance to Project Training & Quality staff through coaching, performance management, mentoring, and professional development.
• Perform project training certifications and complete appropriate documentation.
• Manage QMS training records.
• File training materials in an organized manner for efficient access by staff.
• Ability to train, motivate, and develop team members.
• Perform general administrative duties.
• Must safeguard confidential information by complying with client confidentiality requirements, HIPAA Privacy and Security Rules where applicable, the Philippine Data Privacy Act of 2012 (Republic Act No. 10173), company information security requirements, and applicable regulatory requirements.

• Understands how own contribution contributes to results
• Understands what the organization delivers and our position within a global context
• Builds a network of useful contacts to help get things done more efficiently
• Is proactive and anticipatory with solutions to problems in the business
• Seeks to stretch own…