Senior Training and Quality Manager

We are looking for an experienced Senior Training and Quality Manager to join our organization and lead both the Training and Quality functions for our Content Moderation operations across multiple sites.
This role will be responsible for developing and executing integrated training and quality strategies, driving learning effectiveness and quality performance, leading Training and Quality teams, and ensuring consistent operational standards and production readiness across sites. The successful candidate will work closely with Operations, WFM, and client stakeholders to identify performance gaps, drive continuous improvement, and ensure alignment with business objectives and client expectations.
Key Responsibilities
1. Training & Quality Strategy
Develop and implement Training and Quality strategies, standards, processes, and governance across multiple sites, ensuring alignment with client expectations and business objectives.
2. Performance Management & Continuous Improvement
Monitor training effectiveness, quality performance, and operational trends to identify gaps, conduct root cause analysis (RCA), and drive measurable improvement initiatives and corrective actions.
3. Training Development & Quality Assurance
Oversee end-to-end training, from onboarding and assessments through nesting and production readiness, while ensuring consistent quality standards, calibration, auditing, policy interpretation, and handling of complex or high-risk cases.
4. Leadership & Team Development
Lead, coach, and develop Training and Quality teams across multiple sites, establishing performance standards, capability development, trainer certification, succession planning, and a culture of accountability and continuous improvement.
5. Cross-Functional Collaboration & Change Management
Partner with Operations, WFM, HR, and other stakeholders to address performance gaps, align training and quality initiatives with business needs, and ensure readiness for policy, process, and tool changes.
6. Client & Stakeholder Management
Represent Training and Quality in client meetings and business reviews, communicate performance insights and improvement plans, manage escalations, and ensure alignment with client expectations.
Job Requirements
Bachelor's degree in any field or equivalent work experience.
For BPO backgrounds: Minimum 2 years of experience as a Senior Training Manager or Senior Quality Manager, or 4 years of experience as a Training Manager or Quality Manager.
For non-BPO backgrounds: Minimum 3 years of experience as a Senior Training Manager or Senior Quality Manager, or 5 years of experience as a Training Manager or Quality Manager.
Excellent English oral and written communication skills (C1/C2 proficiency).
Strong computer literacy, with proficiency in MS Office and Google Workspace, including Gmail, Slides, Sheets, Docs, and Drive, as well as similar business and communication tools.
Strong analytical, strategic thinking, problem-solving, organizational, and attention-to-detail skills.
Strong presentation, communication, and stakeholder management skills.
Solid understanding of adult learning principles, instructional design, training effectiveness, and end-to-end learning journeys.
Working knowledge of quality assurance methodologies, Transaction Monitoring, calibration, quality analytics, and root cause analysis.
Proven ability to lead and develop teams, manage multiple initiatives, and maintain operational performance across multiple sites.
Ability to build effective relationships and collaborate with all levels of management and international clients.
Willingness to travel between Da Nang and Hanoi TELUS sites.
Preferred Qualifications
Six Sigma Green Belt certification or higher.
Experience managing both Training and Quality functions or working closely across both functions.
Experience managing training and/or quality operations across two or more sites simultaneously.
Previous experience supporting Trust & Safety or Content Moderation programs.
Experience working directly with international clients and stakeholders.
Experience with LMS platforms, learning analytics, digital learning tools, and quality management systems.