Training and Quality Manager

About Wrist 

Wrist is the world’s leading ship and offshore supplier of marine provisions and stores with a market share of approximately 12%.

With the launch of the digital marketplace, Source2Sea, Wrist is leading the digital transformation of the marine supply industry. All year round, we offer 24/7 global online sourcing and logistics, providing data transparency, automation, and convenience to our customers.

We continuously work on reducing our climate impact while at the same time proactively addressing our customers’ growing demand and need for responsible solutions and services.

From more than 30 locations worldwide, in all major shipping locations, 1,800 Wrist employees take pride in making it easy for our customers to order and receive marine supplies and services.

• Wrist LinkedIn Page: https://www.linkedin.com/company/wrist-ship-supply/
• Wrist Facebook Page: https://www.facebook.com/wristshipsupply/

Job Description
Wrist Shared Service Center is looking for a Training and Quality Manager who is responsible for designing, implementing, and maintaining comprehensive training programs and quality assurance processes. This role ensures the consistent delivery of outstanding customer service and supports operational excellence across the organization. Equip the employees with essential skills, uphold rigorous quality standards, and drive continuous process improvement in alignment with company and shareholder expectations.

What you'll be doing:

• Design and deliver engaging training content covering product knowledge, soft skills, customer service, and operational processes per department.
• Evaluate training effectiveness through feedback, assessments, and performance metrics, refining programs as needed.
• Collaborate with all the departments and stakeholders to ensure training materials align with business goals and client expectations.
• Maintain accurate training records and provide regular reports on outcomes and employee development progress.

Quality Assurance

• Design and implement quality assurance frameworks, including monitoring tools, scoring systems, and feedback mechanisms.
• Conduct regular audits of the processes to ensure adherence to quality standards.
• Analyze performance and quality metrics to identify trends, gaps, and opportunities for improvement.
• Provide constructive feedback and coaching to staff and team leaders to enhance service quality and customer satisfaction.
• Partner with stakeholders to drive corrective actions and support continuous improvement initiatives.

Collaboration & Leadership

• Work closely with all the departments and client management teams to align training and quality strategies with overall business objectives.
• Lead and mentor training and quality teams, fostering a culture of continuous learning and quality excellence.
• Participate in client calibration sessions to ensure shared understanding of quality expectations and performance standards.
• Support change management efforts and lead process improvement initiatives across departments.

What we're looking for:

• Bachelor’s degree in Business, Education, or a related field (or equivalent experience).
• Minimum of 7 years of Training and Quality Management experience
• Proven experience in training and/or quality assurance roles, preferably in a BPO or shared service environment.
• Strong understanding of customer service best practices and quality management systems.
• Excellent facilitation, communication, and interpersonal skills.
• Proficiency in instructional design and experience with learning management systems (LMS).
• Ability to analyze data and identify trends, and turn it into actionable insights.
• Relevant certifications in training or quality management (e.g., Six Sigma, Lean, TQM) may be required

Location: Times Plaza Building, U.N. Avenue corner Taft Avenue, Manila

Work Set up: Hybrid