[Hiring] QA Training and Quality Supervisor @Expedock

Role Description

The Training & Quality Supervisor is responsible for driving performance excellence through effective training programs and quality assurance governance, while building a high-engagement, high-accountability team culture. This role blends technical rigor with strong people leadership, ensuring teams not only meet KPIs but are continuously developed and motivated. This role will lead our Quality Assurance (QA) team, ensuring consistent delivery of high-quality outputs across annotation and service delivery operations. The role is also responsible for end-to-end quality performance reporting across Freight and other Service Delivery (SD) verticals, providing insights that drive operational improvements and client satisfaction.

Key Responsibilities

• Training & Development
  • Design and deliver onboarding programs for new hires
  • Facilitate engaging, learner-focused training sessions
  • Identify skill gaps and deploy targeted upskilling programs
  • Maintain training materials, SOPs, and knowledge base
  • Partner with Operations to ensure training reflects real business scenarios
• Quality Assurance Management
  • Oversee QA audits, calibrations, and scorecards
  • Ensure consistency and fairness in quality evaluations
  • Analyze QA data to identify trends and performance gaps
  • Drive corrective and preventive action plans
  • Align QA standards with client expectations and SLAs
• Team Leadership & People Development
  • Lead, coach, and develop QA Analysts and Trainers
  • Conduct regular 1:1s focused on growth, not just performance
  • Provide structured, actionable, and empathetic feedback
  • Build individual development plans (IDPs) for team members
  • Foster a culture of psychological safety and continuous improvement
• Stakeholder & Relationship Management
  • Act as a bridge between Training, QA, and Operations
  • Build strong relationships with Team Leaders and clients
  • Facilitate calibration sessions with clarity and diplomacy
  • Manage conflicts constructively and drive alignment
• Performance Improvement
  • Translate QA insights into coaching strategies
  • Partner with Operations to improve team performance
  • Lead performance interventions for underperforming teams
  • Reinforce accountability while maintaining team morale
• Reporting & Analytics
  • Generate and present QA and training reports
  • Track key metrics and provide actionable insights
  • Support QBRs and client discussions with data-backed recommendations

Qualifications

• 3–5+ years in Training, QA, or Operations (BPO or similar)
• Experience managing QA Analysts or Trainers
• Strong understanding of QA frameworks and training methodologies
• Proven ability to coach and develop people
• Strong analytical and problem-solving skills

Benefits

• HMO & Leave Credits: Stay protected with healthcare benefits and use accrued leaves by your third month
• Supportive Remote Environment: Work from home alongside a collaborative team that values growth and mutual success.
• Seamless Onboarding & Training: Get up to speed quickly with a structured program and client specific training designed to make you a subject matter expert in your assigned workflows.