Supervisor, Training & Quality

Concentrix Malaysia Sdn. Bhd; Kuala Lumpur; Vor Ort; MYR 89.000 - 134.000; Vollzeit

Zusammenfassung

Concentrix Malaysia Sdn. Bhd is seeking a Supervisor, Training & Quality to oversee quality evaluations and performance across client programs at the Kuala Lumpur site.

You will lead on-site Quality Evaluators, develop staff, ensure accuracy of assessments, and deliver insights to improve service quality and drive revenue. The role includes coordinating classroom training, Train-the-Trainer sessions, scheduling, and collaborating with Training Manager, Operations, and client stakeholders to

Qualifikationen

• Supervises on-site Quality Evaluators across client programs.
• Supports training development and classroom training implementation.

Aufgaben

• Analyze quality performance, identify trends, and present findings.
• Coordinate training schedules and Train-the-Trainer sessions.

Jobbeschreibung

Supervisor, Training & Quality

Job Description

The Supervisor, Quality & Training is responsible for supporting Transactional Monitoring for a single/multiple clients with multiple programs or lines of businesses within a single site and supervises all on-site Quality Evaluators who support their assigned portfolio. This position is responsible for the skill level and development of the employees on their team, the attainment and accuracy of evaluations across assigned portfolio, and delivering quality related analysis and insights of overall program performance. Also responsible to assist with the analysis, scheduling and implementation of all classroom training in support of client programs to ensure superior workforce preparation. This position is responsible for cultivating client and departmental relationships resulting in reduced cost, continual performance improvement, and increased revenue. Responsible for the overall direction, coordination, and evaluation of the department. Supervise work group, including work assignment and attendance monitoring; provide input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization’s policies and applicable legal requirements; manage resources across the assigned portfolio of single client or site (personnel schedules, varying account needs) Maintain accurate metrics of direct reports individual performance as well as overall team level performance Conduct analysis on quality performance across single site or client and be responsible to identify trends, determine root cause, present findings both internally and externally and lead corrective action plans Evaluate levels of process and staff effectiveness and works with Business stakeholders to create and collaborate on execution of improvement action plans Lead quality task forces / action plans with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners) for respective single site or client Ensure consistent application of the quality process/system across assigned site or client including but not limited to calibration sessions, review the reviewer, insights and reporting; administration of applicable certification and training processes up to and including internal and client requirements Develop a department of well-trained, competent professionals who continuously improve the organization and themselves Conduct Train-the-Trainer sessions Conduct quarterly one-on-ones with Trainers Coordinate with the Quality Supervisor and Operations on consistency issues Create and maintain consultant training schedule Cultivate a close working relationship with Training Manager(s), Training department personnel, Operations, and other Convergys managers, supervisors and consultants Coordinate the maintenance and development of training workbooks and other training tools used by the Training organization.

Location: MYS Kuala Lumpur - Sunway VISIO Tower,Level 8, Menara Sunway VISIO

Language Requirements:

Time Type: Full time

2025-08-05

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Mission

Hi, we're Concentrix.

Company Overview

We power the brands of the future. Some call us a global technology and services leader. But we're so much more. Human-centered, tech-powered, intelligence fuelled. Every day we're busy helping over 2000 of the world's best brands solve their toughest business challenges. Whether it's…… designing game-changing brand experiences, building and scaling secure AI technologies, or building loyalty to drive revenue. We've got them covered. But how? We design, build, and run fully integrated, end-to-end solutions across the entire enterprise, at speed and scale. We're the strategic thinkers who design brand-defining experiences. The technologists & engineers who build smarter solutions. And the operational experts who run it all and make it work seamlessly. By integrating strategy & design with data & analytics, enterprise technology, and digital operations. You could say, at the heart of everything we do lies a commitment to transform the way companies connect, interact, and grow across the world and into the future.

Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.