Manager I, Quality

Concentrix; Davao City; On-site; PHP 900,000 - 1,300,000; Full time

Job summary

Concentrix in the Philippines is seeking a Manager II, Quality to oversee transaction monitoring and the quality evaluation process across multiple programs. The role involves supervising the quality staff, ensuring the accuracy of evaluations, and guiding performance development within the team.

You will develop strong working relationships with business stakeholders, monitor audits of key processes, and drive continuous improvement across accounts and sites.

Qualifications

• Led teams in quality or transaction monitoring environments.
• Experience evaluating staff performance and giving feedback.
• Ability to develop and execute improvement actions.

Responsibilities

• Supervise quality team across programs/locations, assign work, monitor attendance, and conduct performance appraisals.
• Maintain metrics of direct reports and overall team performance.
• Evaluate process and staff effectiveness; collaborate on improvement plans with stakeholders.
• Develop relationships with key business stakeholders, both internal and external.
• Oversee audits of key support processes and recommend changes.

Skills

People management

Quality assurance

Performance appraisal

Job description

Job Description

The Manager II, Quality is responsible for managing Transaction Monitoring for clients with multiple programs or lines of businesses which can be across multiple sites/geos. This position supervises all Quality staff members who support their assigned portfolio. He/she is responsible for the accuracy of evaluations, analysis and overall performance of Quality staff members, as well as the skill level and development of the employees in their teams.

• Supervise quality work group of clients with multiple programs or lines of businesses which can be across multiple sites/geos, including work assignment and attendance monitoring; providing input into selecting, training, developing, and completing performance appraisal of work group(s) in accordance with the organization's policies and applicable legal requirements
• Maintain accurate metrics of direct reports individual performance as well as overall team level performance
• Evaluate levels of process and staff effectiveness and works with Business stakeholders to create and collaborate on execution of improvement action plans
• Develop strong working relationships with key Business stakeholders, internal and external
• Oversee audits of key support processes within each account and recommends changes