Onsite Senior Manager, Healthcare Training & Quality

Concentrix; Quezon City; Presencial; PHP 1.500.000 - 2.100.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Day 1 HMO

Competitive Compensation

Descripción de la vacante

Concentrix in the Philippines is seeking a Sr. Manager, Training & Quality to oversee monitoring, evaluation, and quality assurance across inbound/outbound calls, chat, and email channels.

This role requires onsite presence at UP Technohub and collaboration with Quality Leadership, Operations, and Client teams. The ideal candidate brings at least 1 year of senior management experience in training and quality, excellent written and verbal communication, and proficiency in Microsoft Office, with

Formación

• Must have at least 1 year experience as a Sr. Manager, Training & Quality.
• Effective communication skills, both written and verbal.
• Proficient in Microsoft Office.
• Ability to multi-task and meet timelines on deliverables.
• Experience in handling healthcare program.

Responsabilidades

• 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 practice.
• 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).
• 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 goals.

Conocimientos

Sr. Manager experience

Effective communication

Microsoft Office

Multitasking

Healthcare program experience

Descripción del empleo

Concentrix in the Philippines is seeking a Sr. Manager, Training & Quality to oversee monitoring, evaluation, and quality assurance across inbound/outbound calls, chat, and email channels.

This role requires onsite presence at UP Technohub and collaboration with Quality Leadership, Operations, and Client teams. The ideal candidate brings at least 1 year of senior management experience in training and quality, excellent written and verbal communication, and proficiency in Microsoft Office, with