About Our Client

Our client is a leading global contact center and customer engagement solutions provider in the BPO industry. With over 13,000 employees across the US, Philippines, and Mexico, they serve some of the world’s most recognized brands across telecommunications, insurance, healthcare, and retail.

They are on a strong growth path, driven by a culture of integrity, innovation, and collaboration. Employees are empowered to make an impact in a fast-moving environment focused on operational delivery.

Role Overview

The Associate Director of Learning Delivery for the Insurance & Healthcare vertical is responsible for leading learning and development strategy, training operations, content governance, and capability-building initiatives supporting insurance and healthcare programs.

Please note this is a night shift position based onsite in Quezon City.

This role serves as the single point of accountability for training performance across Insurance and Healthcare accounts, ensuring learning programs are scalable, compliant, operationally aligned, and capable of supporting both existing business and future growth.

Working closely with Operations, Clients, Product Leaders, Quality, Workforce Management, Recruiting, and Learning Design teams, the Associate Director will help drive workforce readiness, communication excellence, and business performance.

Key Responsibilities

Learning & Training Delivery

• Lead the design and delivery of pre-process, language, and communication training programs.

• Ensure training programs support the operational requirements of Insurance and Healthcare accounts.

• Develop innovative and engaging training strategies that strengthen communication capability and drive business results.

Performance & Capability Development

• Analyze training and performance data to identify trends, capability gaps, and opportunities for improvement.

• Provide coaching and feedback to trainers and trainees, maintaining high standards of communication performance.

• Use a patient and methodical approach to performance analysis and the development of appropriate training solutions.

Leadership & Team Development

• Manage and mentor training teams, ensuring consistent delivery and supporting their ongoing professional development.

• Lead a team of Voice Coaches who also facilitate Pre-Process Training.

• Maintain a composed and constructive approach during challenging conversations and feedback sessions.

Cross-Functional Collaboration

• Partner with Talent Acquisition, Operations, Quality, and other cross-functional stakeholders to align training programs with organizational and operational goals.

• Work closely with stakeholders across Insurance and Healthcare programs to support workforce readiness and business requirements.

Training Strategy & Continuous Improvement

• Identify opportunities to improve learning experiences, communication training, and overall training effectiveness.

• Remain flexible and responsive to changing business priorities and evolving operational needs.

Who You Are

• Minimum 4 years of BPO experience in a leadership or people management role.

• Bachelor’s degree in Communication, Education, Linguistics, or a related field, or equivalent experience.

• Proven experience in voice, language, or communication training, preferably within a BPO or customer service environment.

• Strong analytical skills with a patient and methodical approach to interpreting performance data.

• Creative in developing training solutions and engaging learning experiences.

• Excellent interpersonal and communication skills, with the ability to lead, influence, and develop others.

• Familiarity with call monitoring tools, learning platforms, and coaching frameworks is an advantage.

• Amenable to working onsite in Quezon City.

• Amenable to working a fixed night shift.

Why Join Us

This role offers the opportunity to lead learning delivery across Insurance and Healthcare programs within a large, growing global BPO organization.

You will have ownership of training performance and capability development across key accounts, working closely with operational and functional leaders to strengthen workforce readiness, communication standards, and business performance.

For an experienced learning leader, this is an opportunity to influence training strategy while remaining closely connected to operational delivery and the development of high-performing teams.