Director, Training & Quality Excellence

Concentrix; Quezon City; On-site; PHP 2,000,000 - 3,200,000; Full time

Job summary

Concentrix is seeking a Sr. Manager, Training and Quality to provide strategic and operational leadership for the Training & Quality function across a multi-site BPO portfolio.

You will drive governance, calibration, and continuous improvement initiatives while partnering with senior leaders and clients to elevate service quality and workforce readiness. You will lead high-performing teams, review performance, and implement corrective actions.

Qualifications

• Bachelor’s degree preferred.
• Significant experience in Training, Quality, Learning, Quality Assurance, or contact center operations.
• Strong people leadership experience, including managers, supervisors, or senior specialists.
• Strong written, verbal, facilitation, and presentation skills.
• Proficient in Microsoft Office applications.

Responsibilities

• Provides strategic and operational leadership for the Training & Quality function across portfolio(s).
• Establishes direction for training delivery, quality monitoring, calibration, governance, and process improvement.
• Builds, develops, and leads high-performing teams and leaders who improve capability and engagement.
• Reviews business performance, identifies trends, determines root causes, and ensures corrective actions.
• Partners with senior operations leaders, clients, and support teams to align Training & Quality strategies with requirements.
• Oversees audits, compliance reviews, reporting, and standardization across the scope.
• Drives initiatives to improve quality of support and workforce preparation.
• Ensures effective use of data and performance reviews for decision-making.
• Leads cross-functional task forces and improvement initiatives with Operations and Client partners.
• Provides executive updates and performance insights to stakeholders.
• Ensures certification and training processes are implemented and maintained.

Skills

Leadership

Training & Quality

Stakeholder management

Strategic thinking

Education

Bachelor’s degree

Job description

Concentrix is seeking a Sr. Manager, Training and Quality to provide strategic and operational leadership for the Training & Quality function across a multi-site BPO portfolio.

You will drive governance, calibration, and continuous improvement initiatives while partnering with senior leaders and clients to elevate service quality and workforce readiness. You will lead high-performing teams, review performance, and implement corrective actions.