Training and Quality Assurance Manager
FoodByUs
Quality Assurance
Manila, Philippines
Posted on Apr 22, 2025
Training & QA Manager
About The Job
FoodByUs are the #1 ordering experience, every time, for foodservice venues.
The Training and Quality Assurance Manager role is responsible for managing and overseeing the Training and Professional Development of employees. You will provide support to the Customer Service Team & Learning, Development & QA Specialists through evaluation and coaching.
The role is expected to review the current processes to revise, improve , and build new ones to assist in the goal of maintaining and improving Training and QA Output.
Main Responsibilities
Quality Assurance:
Prepare and/or support preparation for projects assigned and/or anything that the business may require in regards to Quality Assurance.
Have a deep understanding of the structure, goals and objectives of FoodByUs Quality Assurance.
Proactively respond to variances in business needs and objectives, turning them into QA opportunities.
Maintenance and safekeeping of QA documents.
Review and evaluate calls, emails, chats, tickets, and workflows adherence.
Provide timely feedback through coaching.
Using the performance data from the team, create reports and offer insightful information.
Participate in calibration sessions with Operations.
Maintain proactive communication with Operations regarding QA projects that help improve Customer Service Team performance.
Promote synergistic teamwork, company values, and standard practice.
Training
Prepare and develop content, training slides, training schedule, and instructional materials.
Train new hires, conduct upskill/ reskill training.
Evaluate results of training and report on the training progress.
Maintenance and safekeeping of Training documents.
Proactively respond to variances in business needs and objectives, turning them into Training opportunities.
Maintain proactive communication with Operations regarding QA projects that help improve Customer Service Team performance.
Others
Performs other duties that may be assigned from time to time.
Skills Matrix
Education: Bachelor's degree in a related field.
Experience Target: 4+ years of experience in the same function.
Skills/Knowledge/Abilities: Strong analytical skills that can spot trends and tendencies within the data. Strong attention to details. Ability to adapt and work in fast moving agile environments. Adaptable to make decisions that are going to be in the best interest of the company. Excellent communication skills for communicating and relating with both staff members and clients. Possesses good temperament to handle disputes and emergencies. Ability to refine and distill jargons/ information into clear, layperson friendly content. Ability to maintain a high standard of conduct, honesty and transparency.
Some knowledge about e-commerce in the food industry is a plus.
Personal Traits/Attitude: Demonstrate sound work ethics, maintain confidentiality and use sound judgment. Resilient to pressure, multi-task and deliver quality output. Respectful, flexible, consistent and fair.
Special Certifications: None required.
Benefits
Why FoodByUs?
We represent a HUGE opportunity to get involved early in a start-up with massive potential. Not only do we have an amazing idea, but the team and financing to pull it off
Competitive compensation package
You'll love the challenges that come at you every day and you'll learn more than you ever thought you could
Our team is experienced, motivated, dynamic, friendly and hard-working and you will love working with us
About The Job
FoodByUs are the #1 ordering experience, every time, for foodservice venues.
The Training and Quality Assurance Manager role is responsible for managing and overseeing the Training and Professional Development of employees. You will provide support to the Customer Service Team & Learning, Development & QA Specialists through evaluation and coaching.
The role is expected to review the current processes to revise, improve , and build new ones to assist in the goal of maintaining and improving Training and QA Output.
Main Responsibilities
Quality Assurance:
Prepare and/or support preparation for projects assigned and/or anything that the business may require in regards to Quality Assurance.
Have a deep understanding of the structure, goals and objectives of FoodByUs Quality Assurance.
Proactively respond to variances in business needs and objectives, turning them into QA opportunities.
Maintenance and safekeeping of QA documents.
Review and evaluate calls, emails, chats, tickets, and workflows adherence.
Provide timely feedback through coaching.
Using the performance data from the team, create reports and offer insightful information.
Participate in calibration sessions with Operations.
Maintain proactive communication with Operations regarding QA projects that help improve Customer Service Team performance.
Promote synergistic teamwork, company values, and standard practice.
Training
Prepare and develop content, training slides, training schedule, and instructional materials.
Train new hires, conduct upskill/ reskill training.
Evaluate results of training and report on the training progress.
Maintenance and safekeeping of Training documents.
Proactively respond to variances in business needs and objectives, turning them into Training opportunities.
Maintain proactive communication with Operations regarding QA projects that help improve Customer Service Team performance.
Others
Performs other duties that may be assigned from time to time.
Skills Matrix
Education: Bachelor's degree in a related field.
Experience Target: 4+ years of experience in the same function.
Skills/Knowledge/Abilities: Strong analytical skills that can spot trends and tendencies within the data. Strong attention to details. Ability to adapt and work in fast moving agile environments. Adaptable to make decisions that are going to be in the best interest of the company. Excellent communication skills for communicating and relating with both staff members and clients. Possesses good temperament to handle disputes and emergencies. Ability to refine and distill jargons/ information into clear, layperson friendly content. Ability to maintain a high standard of conduct, honesty and transparency.
Some knowledge about e-commerce in the food industry is a plus.
Personal Traits/Attitude: Demonstrate sound work ethics, maintain confidentiality and use sound judgment. Resilient to pressure, multi-task and deliver quality output. Respectful, flexible, consistent and fair.
Special Certifications: None required.
Benefits
Why FoodByUs?
We represent a HUGE opportunity to get involved early in a start-up with massive potential. Not only do we have an amazing idea, but the team and financing to pull it off
Competitive compensation package
You'll love the challenges that come at you every day and you'll learn more than you ever thought you could
Our team is experienced, motivated, dynamic, friendly and hard-working and you will love working with us