{"id":2850352,"url":"https://alion.io/job/nestle-quality-and-training-lead","title":"Quality and Training Lead","company":{"id":447067,"name":"Nestlé","domain":"nestle.com","url":"https://alion.io/company/nestle-7","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Career sitemap","truth_index":{"grade":"A","score":100,"open_postings":27,"ghost_share":0,"stale_share":0.074,"repost_share":0,"time_to_fill_p50_days":16,"computed_at":"2026-10-28T05:59:10Z"}},"role":"HR","role_family":"HR","seniority":"lead","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"explicit","locations":["Meycauayan, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":7,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"CAPA","optional":false},{"name":"Microsoft Excel","optional":false},{"name":"Power BI","optional":false}],"status":"live","first_seen_at":"2026-10-19T13:02:31Z","employer_posted_date":"2026-10-19","last_verified_at":"2026-10-28T17:28:31Z","board_verified":true,"closed_at":null,"days_open":9,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":9},"description":"POSITION SNAPSHOT\nLocation: Philippines\nCompany: Nestlé Business Solutions\nFull-time\nBachelor’s Degree\n7+ years of experience\nPOSITION SUMMARY\nJoining Nestlé means you are joining the largest food and beverage company in the world. At our very core, we are a human environment - passionate people driven by the purpose of enhancing the quality of life and contributing to a healthier future.\nOur Team in Nestlé Business Solutions is in charge of delivering world class business support to our colleagues and clients in Nestlé globally. We are committed to deliver with passion, reliability, innovation, discipline and excellence. Are you ready to join us?\nA DAY IN THE LIFE …\nThe Quality and Training Lead owns the quality and capability governance framework across outsourced Consumer Engagement Services (CES) vendors, ensuring consistent evaluation, calibration, learning, certification, coaching effectiveness, compliance, and continuous improvement. The role establishes common standards while enabling controlled variations based on market, channel, and regulatory requirements.\nLead the quality governance framework across multiple vendors, including quality evaluation standards, scorecards, sampling, critical-error controls, appeals, calibration, and performance reporting.\nDrive cross-vendor and market calibration activities, ensuring consistent interpretation of quality standards and timely resolution of recurring issues and performance gaps.\nAnalyze quality results, defects, complaints, repeat contacts, and consumer feedback to identify root causes, generate actionable insights, and drive corrective and preventive actions.\nEstablish training governance standards covering training needs analysis, instructional design, facilitation, learning materials, assessments, attendance, certification, and training records.\nLead Train-the-Trainer (TTT) programs, ensuring vendor trainers are effectively certified, observed, coached, and recertified against established standards.\nDefine certification and nesting frameworks, including readiness requirements, assessment thresholds, early-tenure support, audit intensity, and graduation criteria.\nMeasure training effectiveness by evaluating knowledge transfer, behavioral change, operational performance, error reduction, and sustained learning outcomes.\nEnsure approved knowledge content, process changes, tools, and critical updates are effectively integrated into training programs and quality controls.\nPartner with CES Operations, Markets, Knowledge Management, Workforce and Data teams, Compliance, Privacy, HR/L&D, Product Quality, and other key stakeholders to drive quality and capability excellence.\nCollaborate with vendor QA leaders, trainers, operations leaders, coaching teams, and technology partners to strengthen vendor performance and ensure consistent service delivery.\nChampion continuous improvement initiatives that enhance consumer experience, quality performance, employee capability, compliance, and operational effectiveness.\nARE YOU A FIT?\nBachelor’s degree in Education, Psychology, Communications, Business, Quality Management, or a related field\nMinimum 7 years of experience in Contact Center, Consumer Care, Quality Assurance, Training, or operational capability development\nMinimum 3 years of experience leading Quality Assurance and/or Training governance across multiple programs, sites, or vendors\nStrong expertise in quality scorecard design, sampling, calibration, critical-error management, root-cause analysis, and corrective action planning\nStrong knowledge of adult learning, training needs analysis, instructional design, facilitation, assessment, certification, nesting, and training effectiveness\nProven experience designing and managing Train-the-Trainer, coaching, certification, and operational readiness programs\nStrong analytical capability with the ability to translate quality and consumer data into actionable insights and improvement plans\nExperience working with outsourced vendors and facilitating alignment across multiple partners and stakeholders\nExperience with continuous improvement methodologies and quality governance frameworks\nAdvanced proficiency in Microsoft Excel and PowerPoint, with exposure to QA platforms, call recording or speech analytics tools, Learning Management Systems, CRM platforms, and Power BI\nExperience managing privacy, compliance, consumer safety, sensitive contacts, complaints, or other consumer-risk controls is an advantage\nCOPC, Lean Six Sigma, ATD/CPTD, instructional design, Kirkpatrick, coaching, or related certifications are an advantage\nStrong stakeholder management, communication, facilitation, coaching, and influencing skills\nStrong customer and consumer focus with the ability to balance service experience, quality, compliance, and operational requirements\nProven ability to drive continuous improvement and capability development across complex, multicultural, and multi-vendor environments\nPOSITION SNAPSHOT\nLocation: Philippines\nCompany: Nestlé Business Solutions\nFull-time\nBachelor’s Degree\n7+ years of experience\nPOSITION SUMMARY\nJoining Nestlé means you are joining the largest food and beverage company in the world. At our very core, we are a human environment - passionate people driven by the purpose of enhancing the quality of life and contributing to a healthier future.\nOur Team in Nestlé Business Solutions is in charge of delivering world class business support to our colleagues and clients in Nestlé globally. We are committed to deliver with passion, reliability, innovation, discipline and excellence. Are you ready to join us?\nA DAY IN THE LIFE …\nThe Quality and Training Lead owns the quality and capability governance framework across outsourced Consumer Engagement Services (CES) vendors, ensuring consistent evaluation, calibration, learning, certification, coaching effectiveness, compliance, and continuous improvement. The role establishes common standards while enabling controlled variations based on market, channel, and regulatory requirements.\nLead the quality governance framework across multiple vendors, including quality evaluation standards, scorecards, sampling, critical-error controls, appeals, calibration, and performance reporting.\nDrive cross-vendor and market calibration activities, ensuring consistent interpretation of quality standards and timely resolution of recurring issues and performance gaps.\nAnalyze quality results, defects, complaints, repeat contacts, and consumer feedback to identify root causes, generate actionable insights, and drive corrective and preventive actions.\nEstablish training governance standards covering training needs analysis, instructional design, facilitation, learning materials, assessments, attendance, certification, and training records.\nLead Train-the-Trainer (TTT) programs, ensuring vendor trainers are effectively certified, observed, coached, and recertified against established standards.\nDefine certification and nesting frameworks, including readiness requirements, assessment thresholds, early-tenure support, audit intensity, and graduation criteria.\nMeasure training effectiveness by evaluating knowledge transfer, behavioral change, operational performance, error reduction, and sustained learning outcomes.\nEnsure approved knowledge content, process changes, tools, and critical updates are effectively integrated into training programs and quality controls.\nPartner with CES Operations, Markets, Knowledge Management, Workforce and Data teams, Compliance, Privacy, HR/L&D, Product Quality, and other key stakeholders to drive quality and capability excellence.\nCollaborate with vendor QA leaders, trainers, operations leaders, coaching teams, and technology partners to strengthen vendor performance and ensure consistent service delivery.\nChampion continuous improvement initiatives that enhance consumer experience, quality performance, employee capability, compliance, and operational effectiveness.\nARE YOU A FIT?\nBachelor’s degree in Education, Psychology, Communications, Business, Quality Management, or a related field\nMinimum 7 years of experience in Contact Center, Consumer Care, Quality Assurance, Training, or operational capability development\nMinimum 3 years of experience leading Quality Assurance and/or Training governance across multiple programs, sites, or vendors\nStrong expertise in quality scorecard design, sampling, calibration, critical-error management, root-cause analysis, and corrective action planning\nStrong knowledge of adult learning, training needs analysis, instructional design, facilitation, assessment, certification, nesting, and training effectiveness\nProven experience designing and managing Train-the-Trainer, coaching, certification, and operational readiness programs\nStrong analytical capability with the ability to translate quality and consumer data into actionable insights and improvement plans\nExperience working with outsourced vendors and facilitating alignment across multiple partners and stakeholders\nExperience with continuous improvement methodologies and quality governance frameworks\nAdvanced proficiency in Microsoft Excel and PowerPoint, with exposure to QA platforms, call recording or speech analytics tools, Learning Management Systems, CRM platforms, and Power BI\nExperience managing privacy, compliance, consumer safety, sensitive contacts, complaints, or other consumer-risk controls is an advantage\nCOPC, Lean Six Sigma, ATD/CPTD, instructional design, Kirkpatrick, coaching, or related certifications are an advantage\nStrong stakeholder management, communication, facilitation, coaching, and influencing skills\nStrong customer and consumer focus with the ability to balance service experience, quality, compliance, and operational requirements\nProven ability to drive continuous improvement and capability development across complex, 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