Manager, Training and Quality

Concentrix; Mandaluyong; On-site; PHP 335,000 - 614,000; Full time

Benefits offered by this job

HMO active day 1

Monthly incentives program

Job summary

Concentrix in Mandaluyong, Philippines is seeking a Quality Manager with 1–2 years of experience to oversee call quality across inbound/outbound channels, including chat and email. You will report results to Quality Leadership, Operations, and clients, participate in calibration and internal audits, and help improve processes.

Required are strong written and verbal communication, MS Office skills, and the ability to multi-task and meet timelines.

Qualifications

• At least 1–2 years of experience as a Quality Manager.
• Effective written and verbal communication.
• Proficient in Microsoft Office.
• Ability to multi-task and meet timelines on deliverables.
• Detail-oriented with strong process orientation.

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 Business stakeholders (Quality Leadership, Operations, Client, Account Management, and Resource Unit partners).
• Participates in calibration sessions/call listening sessions to ensure scoring consistency and best practices.
• Participates in internal quality audits to improve overall contact quality and recommend changes.
• Maintains program knowledge base; basic understanding of client products, services and/or program strategies.
• Participate in quality task forces with Business stakeholders.
• Meet departmental productivity requirements (e.g. number of calls monitored per month, number of emails evaluated).
• Complete phone time to keep current on programs where applicable.
• Contribute to maintaining forms and legends documents.
• Support management focus on review of key drivers, metrics and operational processes that drive Balanced Scorecards and count profitability goals.

Skills

Quality Manager

Effective communication

Multi-tasking

Detail-oriented

Tools

Microsoft Office

Job description

• With at least 1-2 years of experience as a Quality Manager


• Must be willing to work onsite in BGC, Taguig


• Effective communication skills, both written and verbal


• Proficient in Microsoft Office


• Ability to multi-task and meet timelines on deliverables


• Detail-oriented

What's In for You?

• HMO active on Day 1


• Monthly Incentives Program

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 goal