Manager, Training and Quality

Concentrix; Mandaluyong; On-site; PHP 420,000 - 700,000; Full time

Benefits offered by this job

HMO active on Day 1

Monthly Incentives Program

Job summary

Concentrix is seeking a Quality Manager to oversee evaluation and assurance of customer interactions within a high-volume contact center in Bonifacio Global City, Taguig.

The role requires 1–2 years of relevant experience, strong written and verbal communication, and proficiency in Microsoft Office. On-site presence is required.

You will participate in calibration sessions, internal audits, and cross‑functional quality initiatives to drive service quality and performance metrics.

Qualifications

• 1–2 years of experience as a Quality Manager
• Willing to work onsite in BGC, Taguig
• Effective written and verbal communication
• Proficient in Microsoft Office
• Ability to multi-task and meet deadlines
• Detail-oriented

Responsibilities

• Monitor, evaluate, and audit inbound/outbound calls and chats/emails
• Report evaluation results to Quality Leadership, Operations, Client, Account Management, and Resource Unit partners
• Participate in calibration sessions/call listening withQuality Leadership, Operations, Program Management and clients
• Participate in internal quality audits to improve processes and efficiency
• Maintain knowledge base and understand client products/services
• Participate in quality task forces with stakeholders
• Meet departmental productivity targets (e.g. calls monitored, emails evaluated)
• Complete phone time to stay current on programs
• Contribute to maintaining forms and legends documents
• Support review of key drivers, metrics and operational processes that drive Balanced Scorecards

Skills

Quality management

On-site

Communication skills

MS Office

Multitasking

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