2026 Training And Quality GVPJK

Concentrix; Makati; On-site; PHP 180,000 - 240,000; Full time

Job summary

Concentrix in Makati, Philippines is seeking an entry-level Training and Quality Analyst to support quality monitoring and improvements across calls, chats, and emails. You will assist in calibration sessions, audits, and maintaining the knowledge base while learning client programs.

The role emphasizes strong communication, attention to detail, and the ability to multi-task within a structured process environment and close collaboration with Quality Leadership and Operations.

Qualifications

• Bachelor's degree in a related field from a four-year college or university with less than one year of relevant experience preferred.
• Effective written and verbal communication skills.
• Proficient in Microsoft Office.
• Ability to multi-task and meet timelines on deliverables.
• Detail-oriented and accurate in work.

Responsibilities

• Monitors, evaluates and audits a sampling of inbound/outbound calls, chat and email.
• Reports evaluation results to Quality Leadership, Operations, Client and Account Management.
• Participates in calibration sessions to ensure scoring consistency.
• Participates in internal quality audits to improve processes.
• Maintains knowledge base on client products and program strategies.
• Supports quality task forces with stakeholders.
• Meets departmental productivity targets for evaluations.
• Completes phone time to stay current on programs.
• Contributes to maintaining forms and legends documents.
• Assists review of key drivers, metrics, and processes that drive performance.

Skills

Effective communication

Multi-tasking

Detail oriented

Time management

Education

Bachelor's degree in related field

Tools

Microsoft Office

Job description

Job Description

2026 Training and Quality GVPJK

Essential Functions/Core Responsibilities

• Monitors, evaluates and / or audits a sampling of inbound and/or outbound calls and other contact methods including chat and email
• Reports results of evaluations to appropriate Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
• Participates in calibration sessions/call listening sessions with Quality Leadership staff, Operations, Program Management and clients to ensure scoring consistency and best practices
• Participates in internal quality audits (e.g. periodic audits of existing processes to determine process control and efficiencies) designed to improve overall contact quality and recommend changes
• Maintains strong program knowledge base; basic understanding of client products, services and/or program strategies
• Participate in quality task forces with Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners)
• Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated, etc.)
• Complete phone time to keep current on programs (as applicable)
• Contribute to maintaining forms and legends documents
• Support management focus on review of key drivers, metrics and operational processes (including Training) that drive Balanced Scorecards and count profitability goals

Candidate Profile

• Bachelor's Degree in related field from a four-year college or university with less than one year of relevant experience preferred
• Effective communication skills, both written and verbal
• Proficient in Microsoft Office
• Ability to multi-task and meet timelines on deliverable
• Detail-oriented

Career Framework Role

Entry level job with little or no prior relevant work experience. Acquires basic skills to perform routine tasks. Work is prescribed and completed with little autonomy. Works with either close supervision or under clearly defined procedures.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities, duties, and skills required of personnel working within this job title.

Concentrix is an equal opportunity employer. Concentrix evaluates qualified applicants without regard to race, color, religion, gender, national origin, age, sexual orientation, gender identity or expression, protected veteran status, disability status or any other legally protected characteristic.