Manager, Training and Quality

Concentrix; Taguig; On-site; PHP 480,000 - 800,000; Full time

Benefits offered by this job

HMO active on Day 1

Monthly Incentives Program

Job summary

Concentrix in Taguig (BGC) is seeking a Quality Manager with 1-2 years of QA experience. Onsite role requiring strong communication, attention to detail, and proficiency in Microsoft Office. You will monitor calls, audits, and emails, and collaborate with stakeholders to improve quality and processes.

Responsibilities include evaluating interactions, reporting results, and participating in calibration sessions to ensure consistent scoring and improvements across programs.

Qualifications

• At least 1-2 years of experience in Quality Management.
• Willing to work onsite in BGC, Taguig.
• Effective written and verbal communication skills.
• Proficient in Microsoft Office.
• Ability to multi-task and meet timelines on deliverables.
• Detail-oriented and thorough in process evaluation.

Responsibilities

• Monitors, evaluates and audits a sample of inbound/outbound calls and other contact methods including chat and email.
• Reports results of evaluations to Quality Leadership, Operations, Client, Account Management, and Resource Unit partners.
• Participates in calibration sessions with Quality Leadership, Operations, Program Management and clients to ensure scoring consistency.
• Participates in internal quality audits to improve processes and drive efficiencies.
• Maintains a strong knowledge base of client products, services and program strategies.
• Participates in quality task forces with Business stakeholders.
• Meets departmental productivity requirements for calls monitored and emails evaluated.
• Contributes to maintaining forms and legends documents.

Skills

Quality management

Communication

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