2026 Training and Quality GVPKP

Concentrix; Quezon City; On-site; PHP 240,000 - 360,000; Full time

Job summary

A leading service provider in Quezon City is looking for an entry-level professional to monitor and evaluate call quality in a dynamic environment. The ideal candidate possesses effective communication skills and proficiency in Microsoft Office. This role requires the ability to multi-task while ensuring strong quality control and deadline adherence. This is a full-time position with opportunities for growth. Join a diverse team focused on excellence in service delivery.

Qualifications

• Less than one year of relevant experience preferred.
• Strong communication skills are essential.
• Familiarity with Microsoft Office required.
• Ability to multi-task and meet timelines on deliverables.
• Detail-oriented.

Responsibilities

• Monitors and evaluates inbound and outbound calls.
• Reports results of evaluations to Business stakeholders.
• Participates in calibration sessions to ensure scoring consistency.
• Improves contact quality through internal audits.
• Maintains strong program knowledge and understanding of client products.
• Meets departmental productivity requirements for calls and emails.
• Completes phone time to stay current on programs.
• 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.

Skills

Effective communication skills

Proficient in Microsoft Office

Ability to multi-task

Detail-oriented

Education

Bachelor's Degree in related field

Tools

Microsoft Office

Job description

Concentrix – Quezon City, National Capital Region, Philippines

Essential Functions and 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.

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Training

Industries

• IT Services and IT Consulting