Manager, Training and Quality

Concentrix; Taguig; On-site; PHP 670,000 - 1,004,000; Full time

Benefits offered by this job

HMO active on Day 1

Monthly Incentives Program

Job summary

Concentrix Philippines is seeking a Quality Manager with 1-2 years of hands-on experience to lead evaluation and improvement of customer interactions. This onsite role at our BGC, Taguig site requires strong communication, organization, and the ability to manage multiple tasks.

You will monitor calls, audits, and processes, report findings to stakeholders, support quality initiatives, and maintain knowledge bases while contributing to profitability metrics.

Qualifications

• 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.

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 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.

Skills

Effective communication

Multitasking

Detail-oriented

Quality management experience

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