2026 Training and Quality GVPTP

Concentrix; Makati; On-site; PHP 279,000 - 502,000; Full time

Job summary

Concentrix is seeking a Training and Quality GVPTP specialist in Makati to monitor and evaluate inbound/outbound calls, email, and chat for quality and accuracy. You will report results to stakeholders and participate in calibration sessions to ensure consistent scoring and best practices.

The role supports continuous improvement initiatives and requires a bachelor’s degree and strong communication, with proficiency in Microsoft Office and the ability to multi-task and meet timelines.

Qualifications

• Bachelor's Degree in related field, and less than one year of relevant experience preferred.
• Effective written and verbal communication skills.
• Proficient in Microsoft Office (Word, Excel, PowerPoint).
• Ability to multi-task and meet timelines on deliverables.
• Detail-oriented with strong accuracy.

Responsibilities

• Monitors, evaluates and/or audits a sample of calls and other contact methods including chat and email.
• Reports results to Quality Leadership, Operations, Client, Account Management and Resource Unit partners.
• Participates in calibration sessions and listening sessions to ensure scoring consistency.
• Participates in internal quality audits to improve processes and efficiency.
• Maintains program knowledge base and understanding of client products/services.
• Contributes to quality task forces with business stakeholders.
• Meets departmental productivity requirements (e.g., number of calls evaluated).
• Completes training time to stay current on programs.
• Contributes to maintaining forms and legends documents.
• Supports management focus on reviewing key drivers, metrics and operational processes.

Skills

Effective communication

Multi-tasking

Detail-oriented

Microsoft Office

Education

Bachelor's degree in related field

Tools

Microsoft Office

Job description

Job Title: 2026 Training and Quality GVPTP Job Description

The Quality Evaluator role is responsible for supporting the monitoring and evaluating the quality of inbound and/or outbound calls and other customer contact methods (e.g. email, chat) for accuracy and adherence to established quality standards. As an output of assessing quality standards, provide insight to customers to contribute to program performance improvements.

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.

Location: PHL Makati City - Makati Rec Hub, GF-BPI Philam Life Building

Language Requirements:

Time Type: If you are a California resident, by submitting your information, you acknowledge that you have read and have access to the Job Applicant Privacy Notice for California Residents

Mission

Hi, we're Concentrix. We're a global technology and services leader that powers the brands of the future. We help well-known brands — the ones you use every day — improve their businesses with technology and integrated solutions, in over 70 countries.

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 its…… 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 designbrand-defining experiences. The technologists & engineers who buildsmarter 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. Experience the power of Concentrix. Concentrix CVG Corporation is an EEO/AA/M/F/Vet/Disability Employer.