Job Title: Training and Quality Associate 

Location: Pearson Manila 

Office Address: 7th Floor, North Tower, Rockwell Business Center, Sheridan corner United Streets, Mandaluyong City 

Work Setup: Office-based with an option to move to hybrid working (2 days per week) upon successful completion of training and probation, and demonstration of the ability to manage responsibilities independently. 

Schedule: 8:00am – 5:00pm UK time 

Please note: Actual schedule may vary depending on business needs. 

 

About the Role 

We’d like to hear from you if you have a passion for learning, quality, and continuous improvement—and the skills to support a high-performing customer service team. 

As a Training and Quality Associate, you will be responsible for managing and supporting the development, delivery, and continuous improvement of training programs and quality initiatives across multiple lines of business. You’ll ensure that learning materials are current, knowledge resources are well-maintained, and quality data is effectively reviewed and reported to support operational excellence. 

This role also oversees Customer Satisfaction (CSAT) management, including the review, analysis, and reporting of CSAT data to drive service improvements and enhance the overall customer experience. Additionally, you will be responsible for reporting and analysis across CSAT, QA, and Training, providing insights that help shape team performance and service strategy. 

 

Key Responsibilities 

Develop, deliver, and maintain training programs and onboarding materials. 

Monitor and evaluate the effectiveness of training and recommend improvements. 

Conduct quality audits and provide feedback to support agent development. 

Oversees updating of knowledge base and learning resources. 

Analyze and report on CSAT, QA, and training data to identify trends and areas for improvement. 

Collaborate with team leaders and managers to address performance gaps. 

Prepare and present reports on training outcomes, quality metrics, and CSAT insights. 

Support continuous improvement initiatives across the team. 

 

Experience & Skills 

Experience in training delivery, quality assurance, or customer service support. 

Strong communication and facilitation skills. 

Proficiency in MS Word, Excel, and presentation tools. 

Analytical mindset with the ability to interpret data and generate insights. 

Detail-oriented with strong organizational skills. 

Ability to work independently and collaboratively in a team environment. 

Adaptability to changing business needs and priorities. 

 

Additional Information 

Line of Business Movement: Employees may be reassigned to different lines of business depending on operational needs. 

Probation Period: Hybrid working is available only after a minimum 3-month probation period, subject to manager approval. 

Team Calibration: Office-based calibration is essential to foster collaboration, knowledge sharing, and team cohesion. 

 

Your Rewards & Benefits 

Day 1 Health Care Coverage with up to 2 dependents 

Competitive Retirement Plan – Pearson doubles your contribution 

Volunteering Days and Employee Wellbeing Assistance 

Annual Pay Increase and Performance Bonus